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Designing Better Services pp 5–26Cite as

From Service to Service Design

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Abstract

This chapter explores the origins of service design through an overview of key concepts and theories, starting from the definition of service and the characteristics of the service economy. Service marketing and service management literature are analyzed to describe the difference between products and services and to trace service peculiarities, which brought on the need of a dedicated design discipline and the formulation of the so-called Service-Dominant Logic, shifting the focus from services as goods to services as a perspective on value creation. The growing necessity and importance of designing services not only led to the birth of a new stream of study and practice in the field of design, through the development of specific methods and tools that support the creation of service solutions, but also allowed service design to become a crucial element for service innovation. Designing services that meet people’s and organizations’ needs, as well as the societal ones, is nowadays considered a strategic priority to support growth and prosperity. The final part of the chapter is therefore dedicated to outlining the role of service design in the contemporary socio-economic context as a driver for service, social and user-centered innovation.

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Notes

  1. 1.

    According to the CIA World Factbook, accessible online at https://www.cia.gov/library/publications/the-world-factbook/.

  2. 2.

    Including government activities, communications, transportation, finance, and all other private economic activities that do not produce material goods.

  3. 3.

    OSIRIS is a database of financial information, ratings, earnings estimates, stock data and news on global publicly listed companies, banks and insurance firms around the world. With coverage of over 125 countries, OSIRIS contains information on over 37,000 companies.

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Authors and Affiliations

  1. Department of Design, Politecnico di Milano, Milan, Italy

    Francesca Foglieni, Beatrice Villari & Stefano Maffei

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  1. Francesca Foglieni
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  2. Beatrice Villari
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  3. Stefano Maffei
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Correspondence to Francesca Foglieni .

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Foglieni, F., Villari, B., Maffei, S. (2018). From Service to Service Design. In: Designing Better Services. SpringerBriefs in Applied Sciences and Technology(). Springer, Cham. https://doi.org/10.1007/978-3-319-63179-0_2

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