Intro -- Acknowledgements -- Contents -- About the Authors -- List of Figures -- List of Tables -- 1 Introduction -- 1.1 Why Are We Writing This Book? -- 1.2 What Do We Mean by 'Service Design Capabilities'? -- 1.3 Core Design Capabilities -- 1.4 The Structure of the Book -- 1.5 A Final Note About the Aims of This Book -- References -- 2 An Approach to Service Design -- 2.1 Some Brief Historical Notes on the Idea of Service Design -- 2.2 The Nature of Services in Relation to Value Creation -- 2.3 Value Creation: The Evolution of a Concept -- 2.4 Service as Interaction: The Time and Context of Value Creation -- 2.4.1 The IHIP Paradigm -- 2.4.2 The Limits of the IHIP Paradigm and Service Dominant Logic -- 2.5 Service as Infrastructure: Designing the Process and Place for Value Creation -- 2.6 Services as Systemic Institution: Introducing Elements of Change in the Institutional Context -- 2.7 Summing Up: Working on Services on Three Logical Levels -- References -- 3 Core Service Design Capabilities -- References -- 4 Designing for the Level of 'Service as Interaction' -- 4.1 What Is Design Action at This Level? -- 4.2 The Role of Design at This Level -- 4.3 Design Capabilities at This Level -- 4.3.1 Controlling Experiential Aspects -- 4.3.2 Engaging Stakeholders -- 4.3.3 Modelling -- 4.3.4 Addressing the Context -- 4.3.5 Vision Building -- 4.3.6 Summary -- 4.4 Cases -- 4.4.1 The IKEA Catalogue -- 4.4.2 Tryg N�rrebro Station -- References -- 5 Designing for the Level of 'Service as Infrastructure' -- 5.1 What Are Designers Designing at This Level? -- 5.2 The Role of Design at This Level -- 5.3 Design Capabilities at This Level -- 5.3.1 Open Problem Solving -- 5.3.2 Building Logical Architecture -- 5.3.3 Vision Building -- 5.3.4 Addressing the Context -- 5.3.5 Summary -- 5.4 Cases -- 5.4.1 Platform-Based Services: Social Housing.

5.4.2 Hackathons in the Open4Citizens Project -- References -- 6 Designing for the Level of 'Service as Systemic Institutions' -- 6.1 What Are Designers Designing at This Level? -- 6.2 The Role of Design at This Level -- 6.3 Design Capabilities at This Level -- 6.3.1 Vision Building -- 6.3.2 Modelling -- 6.3.3 Working Across Different Logical Levels -- 6.3.4 Addressing the Context -- 6.3.5 Summary -- 6.4 Cases -- 6.4.1 The Reform of the Australian Taxation System -- 6.4.2 Living Labs -- References -- 7 Navigating Service Design Tools Using the Map of Capabilities -- 7.1 Towards an Operative Paradigm -- 7.1.1 Service as Interaction: Analytical Capabilities -- 7.1.2 Service as Interaction: Design Capabilities -- 7.1.3 Service as Interaction: Representation Capabilities -- 7.1.4 Service as Infrastructure: Analytical Capabilities -- 7.1.5 Service as Infrastructure: Design Capabilities -- 7.1.6 Service as Infrastructure: Representation Capabilities -- 7.1.7 Service as Systemic Institution: Analytical Capabilities -- 7.1.8 Service as Systemic Institution: Design Capabilities -- 7.1.9 Service as Systemic Institution: Representation Capabilities -- 7.2 References to the Tools Mentioned in This Book -- References -- 8 Beyond This Book -- References.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2022. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.