The Bloomsbury Handbook of Service Design : Plural Perspectives and a Critical Contemporary Agenda.

Format:

Book

Contributor:

Penin, Lara, editor.

Prendiville, Alison, editor.

Sangiorgi, Daniela, editor.

Bloomsbury (Firm), publisher.

Series:

Bloomsbury Visual Arts Handbooks Series

Bloomsbury Visual Arts Handbooks

Language:

English

Subjects (All):

Business planning.

Regional planning.

Social planning.

Physical Description:

1 online resource (750 pages)

Edition:

1st edition.

Place of Publication:

London : Bloomsbury Visual Arts, 2026.

Summary:

An overview of the current landscape of service design, covering both scholarly and practical discussions.

Contents:

Cover

Halftitle page

Title page

Copyright page

Contents

Figures

Tables

Contributors

1 Introduction

1.1 THE MAKING OF THE HANDBOOK

1.2 GATHERING ADVICE FROM OTHER SCHOLARS AND PRACTITIONERS

1.3 HANDBOOK STRUCTURE AND SUMMARY

SECTION 2 Plural Services and Design Cosmologies

CHAPTER 2.1 SERVICE DESIGN AT THE CROSSROADS OF MULTIPLE KNOWLEDGE FORMS AND EPISTEMOLOGIES

CHAPTER 2.2 UNFOLDING SERVICES AS COLLECTIVE CONVERSATIONS: RHETORIC, DIALECTIC AND DELIBERATIVE

CHAPTER 2.3 CULTIVATING REFLEXIVITY IN SERVICE DESIGN: CONSIDERATIONS, EXAMPLES, CRITICAL REFLECTIONS AND QUESTIONS

CHAPTER 2.4 IN THE PURSUIT OF DECOLONIZING DOMINANT SERVICE DESIGN: THREE REFLEXIVE STORIES

CHAPTER 2.5 CURRENT, POTENTIAL AND FUTURE TRAJECTORIES FOR INTERDISCIPLINARITY ACROSS SERVICE AND DESIGN RESEARCH

2.1 Service Design at the Crossroads of Multiple Knowledge Forms and Epistemologies

2.1.1 INTRODUCTION

2.1.2 TIME AND TEMPORALITY

2.1.3 PLACE AND LOCAL BIOLOGIES

2.1.4 SELF AND ECOLOGY

2.1.5 CONCLUSION

2.2 Unfolding Services as Collective Conversations: Rhetoric, Dialectic and Deliberative

2.2.1 INTRODUCTION

2.2.2 PROPOSED FRAMEWORK

2.2.3 SERVICE AS A RHETORICAL CONVERSATION

2.2.4 SERVICE AS A DIALECTICAL CONVERSATION

2.2.5. HEALTHCARE SERVICE FROM THE PERSPECTIVES OF RHETORIC AND DIALECTIC

2.2.6 TOWARD DELIBERATION: DIALOGUE AND SERVICE

2.2.8 CONCLUSION

2.3 Cultivating Reflexivity in Service Design: Considerations, Examples, Critical Reflections and Questions

2.3.1 INTRODUCTION

2.3.2 DESIGN AND OPPRESSION

2.3.3 IMPLICATING SERVICE DESIGN

2.3.4 BUILDING A MORE REFLEXIVE SERVICE DESIGN PRACTICE

2.3.5 LOCALIZING REFLEXIVE APPROACHES

2.3.6 OPENING-UP REFLEXIVE QUESTIONS

2.4 In the Pursuit of Decolonizing Dominant Service Design: Three Reflexive Stories.

2.4.1 INTRODUCTION: GROWING PAINS OF SERVICE DESIGN

2.4.2 ENTANGLING THE WHO WITH HOW, WHERE AND WHY

2.4.3 COLONIAL TOOLS OF DOMINANT SERVICE DESIGN

2.4.4 BORDER-THINKING SERVICE DESIGN - BY TRISTAN SCHULTZ

2.4.5 TROUBLING ACCESS - BY RICARDO SOSA

2.4.6 LEARNING FROM RECIPROCITY AS DESIGNING - BY YOKO AKAMA

2.4.7 MOVING AWAY FROM DOMINANT SD TOWARDS REORIENTING

2.5 Current, Potential and Future Trajectories for Interdisciplinarity across Service and Design Research

2.5.1 FRAMING AND DEVELOPING TOPICS AND THEMES

2.5.2 THEMES CURRENTLY SHARED

2.5.3 INTERDISCIPLINARY TRAJECTORIES

SECTION 3 A Critical Agenda for Service Design

CHAPTER 3.1 JUSTICE IN DESIGNING SERVICES

CHAPTER 3.2 WORKER-CENTRED SERVICE DESIGN: COUNTERING THE INVISIBILITY OF WORKERS

CHAPTER 3.3 THE POLITICS OF PARTICIPATION IN SERVICE DESIGN: PREPARATION, EMERGENCE AND REFUSALS

CHAPTER 3.4 THE CASE FOR FEMINIST SERVICE DESIGN

CHAPTER 3.5 EMBRACING THE UNKNOWN: SERVICE DESIGN APPROACHES TO ADDRESS UNCERTAINTY

3.1 Justice in Designing Services

3.1.1 THREE STORIES ABOUT SERVICE INJUSTICE

3.1.2 INTRODUCTION

3.1.3 DEFINING JUSTICE

3.1.4 LOCATING INJUSTICE IN THE DESIGN AND DELIVERY OF SERVICES

3.1.5 TOWARD A MORE JUSTICE FOCUSEDSERVICE DESIGN

3.1.6 CONCLUSION

3.2 Worker-Centred Service Design: Countering the Invisibility of Workers

3.2.1 INTRODUCTION

3.2.2 THE RISE OF SERVICE WORK: TRENDS AND COUNTERTRENDS

3.2.3 SOME KEY CHARACTERISTICS OF SERVICE WORK

3.2.4 THE INTERSECTIONS BETWEEN SERVICE DESIGN AND SERVICE WORK

3.2.5 PRINCIPLES TO GUIDE SERVICE DESIGN TOWARDS A WORKER-CENTRED PRACTICE

3.2.6 FINAL THOUGHTS

3.3 The Politics of Participation in Service Design: Preparation, Emergence and Refusals

3.3.1 INTRODUCTION

3.3.2 WHAT MATTERS ABOUT 'PARTICIPATION'

3.3.3 CHAPTER STRUCTURE AND APPROACH.

3.3.4 REFLECTION 1: ON BECOMING CO-DESIGN PARTICIPANTS IN SERVICE DESIGN PROJECTS - BY JAKOB

3.3.5 REFLECTION 2: WHAT DOES IT MEAN TO MAKE A THING FOR OURSELVES? - BY SHANA

3.3.6 REFLECTION 3: INCLUDING REFUSALS IN 'PARTICIPATION' - BY MYRIAM

3.3.7 BROADENING WHAT 'PARTICIPATION' MEANS IN SERVICE DESIGN

3.3.8 ENGAGING A POLITICS OF PARTICIPATION: REPRESENTATION, ACCOUNT-GIVING AND VOICES OF COLLABORATION

3.3.9 OPENING UP UNDERSTANDINGS OF TIME AND TEMPORALITY IN RELATION TO PARTICIPATION AND SERVICE DESIGN

3.3.10 CONCLUSION

3.4 The Case for Feminist Service Design

3.4.1 SERVICE AS WORK AND WORK AS SERVICE

3.4.2 HOW UNPAID SERVICE WORK AFFECTS PAID SERVICE WORK

3.4.3 THE FUTURE OF SERVICE WORK AND WHAT CAN BE DONE ABOUT IT?

3.4.4 RECOGNIZING THE PERSONAL IN THE POLITICAL: DISCUSSING THE UNDERLYING IDEAS IN THIS CHAPTER

3.5 Embracing the Unknown: Service Design Approaches to Address Uncertainty

3.5.1 DEFINITIONS

3.5.2 FRAMING UNCERTAINTY

3.5.3 DESIGNERLY WAYS FOR DEALING WITH UNCERTAINTY

3.5.4 DISCUSSING THE RECOGNITION OF UNCERTAINTIES IN SERVICE DESIGN

3.5.5 CONCLUSIONS

SECTION 4 Contextualizing Services, Systems and Change

4.1 MAKING SENSE OF DESIGN FOR BUSINESS: TOWARDS AN UMBRELLA PARADIGM MOVING SERVICE DESIGN AND ITS ALLIED FIELDS FORWARD

4.2 A SYSTEMIC PERSPECTIVE ON SERVICE DESIGN

4.3 RESEARCH DIALOGUES FOR PROXIMITY AND TRUST WHEN WORKING WITH GOVERNMENT

4.4 SERVICE DESIGN AND SOCIAL CHANGE

4.5 THE MUSIC THAT BREAKS THE GRAMOPHONE: OPENING SERVICE DESIGN EDUCATION TO PERSPECTIVES BEYOND THE PRESENT PARADIGM

4.1 Making Sense of Design for Business: Towards an Umbrella Paradigm Moving Service Design and Its Allied Fields Forward

4.1.1 INTRODUCTION

4.1.2 THE EVOLVING NATURE OF DESIGN.

4.1.3 A BRIEF OVERVIEW OF THE MAIN APPROACHES TO DESIGN PROMOTED IN BUSINESS CONTEXTS

4.1.4 TOWARDS DESIGN FOR BUSINESS AS A POTENTIAL UMBRELLA PARADIGM

4.2 A Systemic Perspective on Service Design

4.2.1 INTRODUCTION

4.2.2 RECENT EVOLUTION TOWARD COMPLEX SERVICE SYSTEMS

4.2.3 A SYSTEMIC MULTILEVEL PERSPECTIVE ON SERVICE DESIGN

4.2.4 A SYSTEMIC DESIGN PERSPECTIVE ON AGGREGATE LEVELS

4.2.5 A SYSTEMIC APPROACH TO SERVICE DESIGN

4.2.6 CONCLUSIONS

4.3 Research Dialogues for Proximity and Trust When Working with Government

4.3.1 INTRODUCTION

4.3.2 RELATING PROXIMITY AND TRUST

4.3.3 TRUST AND PROXIMITY BETWEEN ACADEMIC RESEARCHERS AND CIVIL SERVANTS

4.3.4 THE MUNICIPALITY EMMEN

4.3.5 STARTING THE DIALOGUE: A SHARED INTEREST IN STRENGTHENING PUBLIC INSTITUTIONS

4.3.6 FORMALIZING THE RELATIONSHIP TO EXPAND THE DIALOGUE

4.3.7 INSTITUTIONALIZING THE APPROACH: THE DIGITAL TRANSFORMATION TEAM

4.3.8 BROADENING THE DIALOGUE: SEEKING NEW CITIZEN ENGAGEMENT

4.3.9 KEEPING THE DIALOGUE ALIVE: NURTURING THE RELATIONSHIP

4.3.10 NEW PUBLIC DIALOGUES THROUGH PROXIMITY AND TRUST

4.4 Service Design and Social Change

4.4.1 INTRODUCTION

4.4.2 DIVERGENT FORMS OF DESIGN FOR SOCIAL CHANGE

4.4.3 PROCESSES OF SOCIAL CHANGE IN-BETWEEN NICHE, REGIME AND LANDSCAPE FORMATIONS

4.4.4 FOUR TRANSITION PATHWAYS TOWARDS SOCIAL CHANGE

4.4.5 CONCLUDING REMARKS

4.5 The Music that Breaks the Gramophone: Opening Service Design Education to Perspectives beyond the Present Paradigm

4.5.1 THE EMERGENCE OF CHANGE

4.5.2 REFRAMING THE CHANGE IN SERVICE DESIGN EDUCATION

4.5.3 THREE STORIES

4.5.4 DISCUSSION: THE PROMISES AND CHALLENGES OF A NEW PEDAGOGY

4.5.5 CONCLUSIONS

SECTION 5 Developing Service Design Practices and Approaches

INTRODUCTION

5.1 COLLECTIVE EMBODIMENT IN SERVICE INTERFACES.

5.2 DESIGN FACILITATION: NAVIGATING COMPLEX AND ASYMMETRICAL CONTEXTS

5.3 QUEERING SERVICE DESIGN: TOWARD A TRULY HUMAN-CENTRED DESIGN ORIENTATION

5.4 DIALOGICAL EMPATHY IN SERVICES: GUIDELINES AND PRINCIPLES BETWEEN ART AND DESIGN

5.5 SERVICE DESIGN ETHNOGRAPHY: EXPERIENCES FROM PRACTICE-BASED RESEARCH

5.6 JOURNEYS OF DIGITAL TRANSFORMATION: A REFLECTION ON STORIES OF ORGANIZATIONAL CHANGE AND THE ROLE OF SERVICE DESIGNERS

5.7 SERVICE DESIGN NARRATIVES

5.1 Collective Embodiment in Service Interfaces

5.1.1 INTRODUCTION

5.1.2 OPPRESSION AS A CONTRADICTION OF BODY

5.1.3 COLLECTIVE EMBODIMENT IN THEATRE OF THE OPPRESSED

5.1.4 A THEATRE OF THE OPPRESSED WORKSHOP ON RIDE-HAILING SERVICES

5.1.5 CONTRADICTIONS OF BODY IN THE DESIGN OF SERVICE INTERFACES

5.1.6 DISCUSSION

5.2 Design Facilitation: Navigating Complex and Asymmetrical Contexts

5.2.1 INTRODUCTION

5.2.2 EXPERIMENTA

5.2.3 METHODOLOGY

5.2.4 REFLEXIVE FACILITATION STORIES

5.2.5 USING CRITICAL REFLEXIVITY TO ANALYSE FACILITATION PRACTICES

5.2.6 PRACTICAL RECOMMENDATIONS

5.2.7 CONCLUSIONS

5.3 Queering Service Design: Toward a Truly Human-Centred Design Orientation

5.3.1 INTRODUCTION

5.3.2 DEFINING QUEERING DESIGN

5.3.3 ELEMENTS OF QUEERING DESIGN

5.3.4 CAPACITIES OF QUEERING DESIGN

5.3.5 CONCLUSION: QUEERING DESIGN AS A STARTING POINT

5.4 Dialogical Empathy in Services: Guidelines and Principles between Art and Design

5.4.1. TOWARDS A DIALOGICAL EMPATHY ON DESIGN

5.4.2 DIALOGICAL ART AS INSPIRATION FOR DIALOGICAL EMPATHY

5.4.3 CONVERSATION WITH PRACTITIONERS: LIMITS AND POSSIBILITIES FOR DIALOGICAL EMPATHY IN SERVICES

5.4.4 CONCLUSION: THE PRACTICE OF DIALOGICAL EMPATHY AS AN INCLUSIVE APPROACH

5.5 Service Design Ethnography: Experiences from Practice-Based Research

5.5.1 INTRODUCTION.

5.5.2 DESIGN ETHNOGRAPHY AND SERVICE DESIGN.

Notes:

Includes bibliographical references and index.

ISBN:

1-350-33031-0

1-350-33030-2

9781350330306

OCLC:

1546970521