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Reshaping mental models: enabling innovation through service design
CTF – Service Research Center, Karlstad University, Karlstad, Sweden; Experio Lab, County Council of Värmland, Karlstad, Sweden.
CTF – Karlstad University, Karlstad, Sweden.
Örebro University, Örebro University School of Business. County Council of Sörmland, Eskilstuna, Sweden.ORCID iD: 0000-0003-0520-0741
Department of Marketing, Inland Norway University of Applied Sciences, Elverum, Norway; CTF – Service Research Center, Karlstad University, Karlstad, Sweden.
2019 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 30, no 1, p. 75-104Article in journal (Refereed) Published
Abstract [en]

Purpose: The purpose of this paper is to analyze how service design practices reshape mental models to enable innovation. Mental models are actors’ assumptions and beliefs that guide their behavior and interpretation of their environment.

Design/methodology/approach: This paper offers a conceptual framework for innovation in service ecosystems through service design that connects the macro view of innovation as changing institutional arrangements with the micro view of innovation as reshaping actors’ mental models. Furthermore, through an 18-month ethnographic study of service design practices in the context of healthcare, how service design practices reshape mental models to enable innovation is investigated.

Findings: This research highlights that service design reshapes mental models through the practices of sensing surprise, perceiving multiples and embodying alternatives. This paper delineates the enabling conditions for these practices to occur, such as coaching, diverse participation and supportive physical materials.

Research limitations/implications: This study brings forward the underappreciated role of actors’ mental models in innovation. It highlights that innovation in service ecosystems is not simply about actors making changes to their external context but also actors shifting their own assumptions and beliefs.

Practical implications: This paper offers insights for service managers and service designers interested in supporting innovation on how to catalyze shifts in actors’ mental models by creating the conditions for specific service design practices.

Originality/value: This paper is the first to shed light on the central role of actors’ mental models in innovation and identify the service design practices that reshape mental models.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019. Vol. 30, no 1, p. 75-104
Keywords [en]
Innovation, Service design, Mental models, Institutional work, Service ecosystems, Institutional arrangements
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:oru:diva-70514DOI: 10.1108/JOSM-08-2017-0186ISI: 000458664200004Scopus ID: 2-s2.0-85058100079OAI: oai:DiVA.org:oru-70514DiVA, id: diva2:1268408
Note

Funding Agency:

European Union's Horizon 2020 research and innovation program under the Marie Sklodowska-Curie Grant  642116

Available from: 2018-12-05 Created: 2018-12-05 Last updated: 2019-06-18Bibliographically approved

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Wetter-Edman, Katarina

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