Driving organisational change in SMEs using service design

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dc.contributor.authorSalgado, Maricela
dc.contributor.authorDe Castro, María Valeria
dc.contributor.authorMarcos Martínez, Esperanza
dc.contributor.authorLópez-Sanz, Marcos
dc.contributor.authorMartín-Peña, María Luz
dc.contributor.funderFORTE-CM project (S2018/TCS-4314)
dc.contributor.funderSerDigital project (PID2020-117244RB-I00)
dc.date.accessioned2026-01-08T07:50:12Z
dc.date.issued2022-07-10
dc.identifier.citationSalgado M, De Castro Martínez MV, Marcos Martínez E, López-Sanz M, Martín-Peña ML (2022), "Driving organisational change in SMEs using service design". Journal of Service Theory and Practice, Vol. 32 No. 5 pp. 701–736, doi: https://doi.org/10.1108/JSTP-08-2021-0174
dc.identifier.doihttps://doi.org/10.1108/JSTP-08-2021-0174
dc.identifier.issn2055-6225 (print)
dc.identifier.issn2055-6225 (online)
dc.identifier.urihttps://hdl.handle.net/10115/138257
dc.language.isoen_US
dc.publisherEmerald
dc.rightsAttribution 4.0 Internationalen
dc.rights.accessRightsinfo:eu-repo/semantics/openAccess
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectService design
dc.subjectMethodology
dc.subjectOrganisational change
dc.subjectInnovation
dc.subjectSMEs
dc.titleDriving organisational change in SMEs using service design
dc.typeArticle
dc.type.hasVersionhttp://purl.org/coar/version/c_970fb48d4fbd8a85

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Driving organisational change in SMEs using service design
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Purpose – The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change. Design/methodology/approach – This research used the design science research methodology, which enabled the creation of the Service Design for Organisational Change (SD4OCh) methodology.Areal case study of a small service company specialised in neuropsychological disorders was used for the definition and validation of SD4OCh. Findings – The main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation’s strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services by employing a customer-centric approach), and implementation (enabling the definition of the route towards organisational change). There is also a transversal evaluation stage, which quantifies the organisational changes. Research limitations/implications – This study adds valuable knowledge to the service science research field and contributes to the awareness of the usefulness of SD theory within companies, especially those which are small and medium-sized, since those companies lack the tools and methods required to tackle organisational change, signifying that the challenges the companies confront are different to those of larger companies. Originality/value – Although this is a SD-based research, the SD4OCh methodology was developed in order to enable companies to make holistic changes, namely, to innovate their services, structure, and processes, thus supporting and guiding organisational change. Keywords Service design, Methodology, Organisational change, Innovation, SMEs Paper type Research paper
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