Driving organisational change in SMEs using service design

IF 3.9 3区 管理学 Q2 BUSINESS Journal of Service Theory and Practice Pub Date : 2022-08-11 DOI:10.1108/jstp-08-2021-0174
Maricela Salgado, María Valeria De Castro Martínez, Esperanza Marcos Martínez, M. López-Sanz, M. Martín-Peña
{"title":"Driving organisational change in SMEs using service design","authors":"Maricela Salgado, María Valeria De Castro Martínez, Esperanza Marcos Martínez, M. López-Sanz, M. Martín-Peña","doi":"10.1108/jstp-08-2021-0174","DOIUrl":null,"url":null,"abstract":"PurposeThe purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.Design/methodology/approachThis research used the design science research methodology, which enabled the creation of the Service Design for Organisational Change (SD4OCh) methodology. A real case study of a small service company specialised in neuropsychological disorders was used for the definition and validation of SD4OCh.FindingsThe main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation's strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services by employing a customer-centric approach), and implementation (enabling the definition of the route towards organisational change). There is also a transversal evaluation stage, which quantifies the organisational changes.Research limitations/implicationsThis study adds valuable knowledge to the service science research field and contributes to the awareness of the usefulness of SD theory within companies, especially those which are small and medium-sized, since those companies lack the tools and methods required to tackle organisational change, signifying that the challenges the companies confront are different to those of larger companies.Originality/valueAlthough this is a SD-based research, the SD4OCh methodology was developed in order to enable companies to make holistic changes, namely, to innovate their services, structure, and processes, thus supporting and guiding organisational change.","PeriodicalId":47021,"journal":{"name":"Journal of Service Theory and Practice","volume":null,"pages":null},"PeriodicalIF":3.9000,"publicationDate":"2022-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Service Theory and Practice","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1108/jstp-08-2021-0174","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 2

Abstract

PurposeThe purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.Design/methodology/approachThis research used the design science research methodology, which enabled the creation of the Service Design for Organisational Change (SD4OCh) methodology. A real case study of a small service company specialised in neuropsychological disorders was used for the definition and validation of SD4OCh.FindingsThe main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation's strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services by employing a customer-centric approach), and implementation (enabling the definition of the route towards organisational change). There is also a transversal evaluation stage, which quantifies the organisational changes.Research limitations/implicationsThis study adds valuable knowledge to the service science research field and contributes to the awareness of the usefulness of SD theory within companies, especially those which are small and medium-sized, since those companies lack the tools and methods required to tackle organisational change, signifying that the challenges the companies confront are different to those of larger companies.Originality/valueAlthough this is a SD-based research, the SD4OCh methodology was developed in order to enable companies to make holistic changes, namely, to innovate their services, structure, and processes, thus supporting and guiding organisational change.
查看原文
分享 分享
微信好友 朋友圈 QQ好友 复制链接
本刊更多论文
利用服务设计推动中小企业的组织变革
本文的目的是介绍一种基于服务设计(SD)的方法,旨在帮助中小型企业(SMEs)进行组织变革。设计/方法本研究使用了设计科学研究方法,这使得创建组织变革服务设计(SD4OCh)方法成为可能。一个专门从事神经心理障碍的小型服务公司的真实案例研究被用于SD4OCh的定义和验证。本研究的主要成果是SD4OCh方法,该方法基于三个关键阶段:诊断(通过检测组织的优势和劣势知道从哪里开始),创新(通过采用以客户为中心的方法改进结构/流程和设计/重新设计服务),以及实施(实现组织变革路线的定义)。还有一个横向评估阶段,它量化了组织的变化。本研究为服务科学研究领域增加了宝贵的知识,并有助于认识到可持续发展理论在公司中的有用性,特别是那些中小型公司,因为这些公司缺乏应对组织变革所需的工具和方法,这表明公司面临的挑战与大公司不同。原创性/价值虽然这是一项基于sd的研究,但SD4OCh方法的开发是为了使公司能够进行整体变革,即创新他们的服务、结构和流程,从而支持和指导组织变革。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
求助全文
约1分钟内获得全文 去求助
来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
期刊最新文献
Does employee intervention encourage or discourage the spread of dysfunctional customer behavior? Determinants of customer buying behaviour in omnichannel retailing: a systematic literature review and future research directions Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor The edifying body: the role of embodied practices in the social production of servicescapes Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
0
微信
客服QQ
Book学术公众号 扫码关注我们
反馈
×
意见反馈
请填写您的意见或建议
请填写您的手机或邮箱
已复制链接
已复制链接
快去分享给好友吧!
我知道了
×
扫码分享
扫码分享
Book学术官方微信
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术
文献互助 智能选刊 最新文献 互助须知 联系我们:info@booksci.cn
Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。
Copyright © 2023 Book学术 All rights reserved.
ghs 京公网安备 11010802042870号 京ICP备2023020795号-1