Journal article

A multilevel consideration of service design conditions Towards a portfolio of organisational capabilities, interactive practices and individual abilities

Ingo Oswald Karpen, Gerda Gemser, Giulia Calabretta

Journal of Service Theory and Practice | Emerald | Published : 2017

Abstract

Purpose The purpose of this paper is to advance the current understanding of organisational conditions that facilitate service design. Specifically, the focus is on organisational capabilities, interactive practices and individual abilities as units of analysis across service system levels. Grounded in design principles, the paper conceptualises and delineates illustrative service design conditions and introduces a respective service design capability-practice-ability (CPA) portfolio. In doing so, an emerging microfoundations perspective in the context of service design is advanced. Design/methodology/approach Conceptual paper. Findings This paper identifies and delineates a CPA that contr..

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University of Melbourne Researchers