Reshaping mental models – enabling innovation through service design

• Published in: International journal of service industry management Vol. 30; no. 1; pp. 75 - 104
• Main Authors: Vink, Josina, Edvardsson, Bo, Wetter-Edman, Katarina, Tronvoll, Bård
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Publishing Limited 14.02.2019; Emerald Group Publishing Limited
• Subjects: Business Administration; Cognition & reasoning; Design; Ecosystems; Ethnography; Företagsekonomi; Innovation; Institutional arrangements; Institutional work; Management; Mental models; Patient safety; Primary care; Service design; Service ecosystems; Service industries; Institutional arrangements; Innovation; Mental models; Service ecosystems; Service design; Institutional work

Purpose The purpose of this paper is to analyze how service design practices reshape mental models to enable innovation. Mental models are actors’ assumptions and beliefs that guide their behavior and interpretation of their environment. Design/methodology/approach This paper offers a conceptual fra...