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Changing the Rules of the Game in Healthcare Through Service Design
Service Research Center (CTF), Karlstad University, Karstad Sweden; Experio Lab, County of Värmland, Karlstad, Sweden.
Faculty of Engineering, University of Porto, Porto, Portugal; Dipartimento di Design, Politecnico di Milano, Milan, Italy.
Örebro University, Örebro University School of Business. FoU i Sörmland, Eskilstuna, Sweden.ORCID iD: 0000-0003-0520-0741
Service Research Center (CTF), Karlstad University, Karstad Sweden; Inland Norway University of Applied Sciences, Lillehammer, Norway.
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2019 (English)In: Service Design and Service Thinking in Healthcare and Hospital Management: Theory, Concepts, Practice / [ed] Mario A. Pfannstiel, Christoph Rasche, Cham: Springer, 2019, p. 19-37Chapter in book (Refereed)
Abstract [en]

Innovation in healthcare requires changing the institutional arrangements or what are often referred to as “the rules of the game.” Such a change demands that actors do institutional work—intentionally creating, disrupting, and maintaining the entrenched ways of operating within the system. This chapter explores how service design practices contribute to changing the rules of the game in healthcare by integrating research on service design and institutional work. Based on a literature review, five characteristics of service design practices—multidisciplinary, experiential, participatory, experimental, and reflective—are highlighted and linked to the antecedents of institutional work. Illustrative examples of service design projects from Experio Lab, an embedded service design group in the Swedish healthcare system, are used to contextualize the findings. In doing so, this chapter provides a clear rationale for how service design practices enable innovation in healthcare and offer insights for healthcare practitioners interested in working toward institutional change through service design.

Place, publisher, year, edition, pages
Cham: Springer, 2019. p. 19-37
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Business Administration
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URN: urn:nbn:se:oru:diva-71809DOI: 10.1007/978-3-030-00749-2_2ISBN: 978-3-030-00748-5 (print)ISBN: 978-3-030-00749-2 (electronic)OAI: oai:DiVA.org:oru-71809DiVA, id: diva2:1282197
Available from: 2019-01-24 Created: 2019-01-24 Last updated: 2019-01-28Bibliographically approved

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Wetter-Edman, Katarina

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
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  • Other locale
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Output format
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