{"id":"https://openalex.org/W2014412802","doi":"https://doi.org/10.7577/formakademisk.198","title":"The Strategic Use of Service Design for Leaders in Service Organizations","display_name":"The Strategic Use of Service Design for Leaders in Service Organizations","publication_year":2011,"publication_date":"2011-12-22","ids":{"openalex":"https://openalex.org/W2014412802","doi":"https://doi.org/10.7577/formakademisk.198","mag":"2014412802"},"language":"en","primary_location":{"id":"doi:10.7577/formakademisk.198","doi":"https://doi.org/10.7577/formakademisk.198","is_oa":true,"landing_page_url":"https://doi.org/10.7577/formakademisk.198","pdf_url":"https://journals.oslomet.no/index.php/formakademisk/article/download/198/203","source":{"id":"https://openalex.org/S2764463729","display_name":"FormAkademisk - forskningstidsskrift for design og designdidaktikk","issn_l":"1890-9515","issn":["1890-9515"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","doaj","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310314106","host_organization_name":"Formakademisk, Oslo","host_organization_lineage":["https://openalex.org/P4310314106"],"host_organization_lineage_names":["Formakademisk, Oslo"],"type":"journal"},"license":"cc-by-nd","license_id":"https://openalex.org/licenses/cc-by-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"FormAkademisk - forskningstidsskrift for design og designdidaktikk","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://journals.oslomet.no/index.php/formakademisk/article/download/198/203","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5004632596","display_name":"Judith Gloppen","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Judith Gloppen","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5004632596"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.783,"has_fulltext":true,"cited_by_count":9,"citation_normalized_percentile":{"value":0.92496793,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"4","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9634000062942505,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9634000062942505,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10672","display_name":"Design Education and Practice","score":0.017500000074505806,"subfield":{"id":"https://openalex.org/subfields/2210","display_name":"Mechanical Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T14147","display_name":"Innovative Approaches in Technology and Social Development","score":0.007600000128149986,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-design","display_name":"service design","score":0.9779999852180481},{"id":"https://openalex.org/keywords/service-organizations","display_name":"service organizations","score":0.6200000047683716},{"id":"https://openalex.org/keywords/organizational-leadership","display_name":"organizational leadership","score":0.7070000171661377},{"id":"https://openalex.org/keywords/organizational-change","display_name":"organizational change","score":0.8769999742507935}],"concepts":[{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.7768470048904419},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.6184415817260742},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6157934069633484},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.5101687908172607},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.506662905216217},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4882188141345978},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.480925053358078},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4680323898792267},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.43651366233825684},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3011705279350281},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.262744277715683},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.19702181220054626},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.13110646605491638},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.7577/formakademisk.198","doi":"https://doi.org/10.7577/formakademisk.198","is_oa":true,"landing_page_url":"https://doi.org/10.7577/formakademisk.198","pdf_url":"https://journals.oslomet.no/index.php/formakademisk/article/download/198/203","source":{"id":"https://openalex.org/S2764463729","display_name":"FormAkademisk - forskningstidsskrift for design og designdidaktikk","issn_l":"1890-9515","issn":["1890-9515"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","doaj","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310314106","host_organization_name":"Formakademisk, Oslo","host_organization_lineage":["https://openalex.org/P4310314106"],"host_organization_lineage_names":["Formakademisk, Oslo"],"type":"journal"},"license":"cc-by-nd","license_id":"https://openalex.org/licenses/cc-by-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"FormAkademisk - forskningstidsskrift for design og designdidaktikk","raw_type":"journal-article"},{"id":"pmh:oai:ojs2.journals.hioa.no:article/198","doi":null,"is_oa":true,"landing_page_url":"https://journals.oslomet.no/formakademisk/article/view/198","pdf_url":"https://journals.oslomet.no/formakademisk/article/download/198/203","source":{"id":"https://openalex.org/S4306401018","display_name":"Open Access Journals at Oslo Metropolitan University (Oslo Metropolitan University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I184531372","host_organization_name":"OsloMet \u2013 Oslo Metropolitan University","host_organization_lineage":["https://openalex.org/I184531372"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"1890-9515","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:aho.brage.unit.no:11250/92988","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/11250/92988","pdf_url":null,"source":{"id":"https://openalex.org/S7407064446","display_name":"NORA - Norwegian Open Research Archives","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"3-25","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:00f4630717db408a8caa0cfca144eb91","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/00f4630717db408a8caa0cfca144eb91","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"FORMakademisk, Vol 4, Iss 2 (2011)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.7577/formakademisk.198","doi":"https://doi.org/10.7577/formakademisk.198","is_oa":true,"landing_page_url":"https://doi.org/10.7577/formakademisk.198","pdf_url":"https://journals.oslomet.no/index.php/formakademisk/article/download/198/203","source":{"id":"https://openalex.org/S2764463729","display_name":"FormAkademisk - forskningstidsskrift for design og designdidaktikk","issn_l":"1890-9515","issn":["1890-9515"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","ddh","doaj","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310314106","host_organization_name":"Formakademisk, Oslo","host_organization_lineage":["https://openalex.org/P4310314106"],"host_organization_lineage_names":["Formakademisk, Oslo"],"type":"journal"},"license":"cc-by-nd","license_id":"https://openalex.org/licenses/cc-by-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"FormAkademisk - forskningstidsskrift for design og designdidaktikk","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320320669","display_name":"University of Westminster","ror":"https://ror.org/04ycpbx82"},{"id":"https://openalex.org/F4320323299","display_name":"Norges Forskningsr\u00e5d","ror":"https://ror.org/00epmv149"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2014412802.pdf","grobid_xml":"https://content.openalex.org/works/W2014412802.grobid-xml"},"referenced_works_count":47,"referenced_works":["https://openalex.org/W1521832","https://openalex.org/W17805075","https://openalex.org/W178016035","https://openalex.org/W238684516","https://openalex.org/W279724836","https://openalex.org/W593696662","https://openalex.org/W612651853","https://openalex.org/W1504980317","https://openalex.org/W1539919772","https://openalex.org/W1572121282","https://openalex.org/W1603061682","https://openalex.org/W1603088519","https://openalex.org/W1604909128","https://openalex.org/W1619544107","https://openalex.org/W1733443997","https://openalex.org/W1964647861","https://openalex.org/W1986925214","https://openalex.org/W1989995488","https://openalex.org/W2004725137","https://openalex.org/W2034079049","https://openalex.org/W2034212418","https://openalex.org/W2049318638","https://openalex.org/W2059605308","https://openalex.org/W2082691113","https://openalex.org/W2084735543","https://openalex.org/W2088242925","https://openalex.org/W2115257350","https://openalex.org/W2115772923","https://openalex.org/W2115800978","https://openalex.org/W2126840412","https://openalex.org/W2128610045","https://openalex.org/W2135526934","https://openalex.org/W2185041108","https://openalex.org/W2318589423","https://openalex.org/W2324576472","https://openalex.org/W2342575038","https://openalex.org/W2443836194","https://openalex.org/W2497784847","https://openalex.org/W2905316561","https://openalex.org/W2919765197","https://openalex.org/W4246067992","https://openalex.org/W4250472597","https://openalex.org/W4285719527","https://openalex.org/W6723840917","https://openalex.org/W6831071378","https://openalex.org/W6912215849","https://openalex.org/W7037017215"],"related_works":["https://openalex.org/W2773788107","https://openalex.org/W7006007482","https://openalex.org/W7052648676","https://openalex.org/W7006384624","https://openalex.org/W4251680954","https://openalex.org/W7155120633","https://openalex.org/W2621438528","https://openalex.org/W2187698526","https://openalex.org/W3127158038","https://openalex.org/W4415605680"],"abstract_inverted_index":{"There":[0],"is":[1],"a":[2,22,33,55,62],"growing":[3],"interest":[4],"among":[5],"scholars,":[6],"practitioners":[7],"and":[8,81,94,103,117,126,135],"organizations":[9,53],"as":[10],"to":[11],"how":[12,42],"design":[13,44,64,77,122,159],"may":[14,45,78],"benefit":[15],"management,":[16],"particularly":[17],"when":[18],"this":[19,26,97,149],"happens":[20],"in":[21,51,83,132],"service":[23,43,52,63,76,84,121,158],"context.":[24],"In":[25],"exploratory":[27,150],"qualitative":[28,110],"study,":[29,151],"I":[30],"investigate":[31],"such":[32],"multi-disciplinary":[34],"intersection":[35],"with":[36,112,119],"the":[37,72,91,113,120,129,133,142,146,155,162],"aim":[38],"of":[39,47,75,96,148,157],"better":[40],"understanding":[41],"be":[46],"value":[48],"for":[49,154],"leaders":[50,127],"on":[54,61,145],"strategic":[56,73],"level.":[57],"The":[58,86],"research":[59],"draws":[60],"approach":[65],"called":[66],"AT-ONE.":[67],"Addressed":[68],"are":[69,165],"ways":[70],"that":[71],"use":[74],"influence":[79],"attitudes":[80],"transformation":[82],"organizations.":[85],"study":[87],"presents":[88],"views":[89],"from":[90,128],"designers,":[92],"implementers":[93],"users":[95],"approach,":[98],"supported":[99],"by":[100,141],"participant":[101],"observation":[102],"interviews.":[104],"This":[105],"was":[106],"done":[107],"through":[108],"in-depth":[109],"interviews":[111],"AT-ONE":[114],"project":[115,134],"members":[116],"designer,":[118],"professional":[123],"company":[124],"involved,":[125],"businesses":[130],"participating":[131],"workshop":[136],"sessions.":[137],"These":[138],"were":[139],"observed":[140],"researcher.":[143],"Drawing":[144],"findings":[147],"some":[152],"implications":[153],"field":[156],"management":[160],"at":[161],"corporate":[163],"level":[164],"offered.":[166]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":3}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}