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The aim of this chapter is to help library administrators understand the concept of Service Design, and to maintain that any consideration of the future of library spaces should begin with a service design focused approach.

The chapter is a combination of general review, literature review, case study, and conceptual paper. It focuses on describing the basics of the concept, highlighting essential resources for further understanding, highlighting service design specifically applied in libraries, and providing one case study of an academic library undergoing a master planning project utilizing the lens of Service Design. The chapter will conclude by emphasizing the importance of attaining an appropriate understanding and buy-in for the Service Design process by library administrators and staff in order for its effective implementation.

Practical implications to employing Service Design to library spaces are endless, and span that gamut from making smart decisions based on user input and evidence, to creating spaces and services that are relevant to library users. Employing a Service Design approach to library building projects helps administrators position themselves to advocate for needed technology and funding in the highly competitive resource arena. The ideas gleaned from this chapter can be applied in any library: academic, public, special, or school. The results will be different, because every library has a unique group of users, but the processes employed are the same.

Library literature related to Service Design is slim but slowly emerging. This chapter fills a gap in literature geared specifically to administrators as well as building design and redesign projects.

In the tourism sector, the differentiation is difficult in the commoditized market. The main challenge for businesses is to design the experiences which would create awareness and difference. With this foresight, this chapter aims to show an experience-based service design path built around various elements such as sensations, emotions, human relations, innovations, and values.

This chapter is based on extensive literature review, including books, journals, articles, conference papers, and search reports. Furthermore, the Singapore Airlines web page was used as an important source of information to examine the instructional path built suggested in the literature review.

As it has been determined by the general review, experience-based service design contains different components, and with these evaluations the experience-based service design was established in this chapter within three steps: explore, design, and positioning. Furthermore, on the case study of Singapore Airlines, the tracks of these three steps have been investigated. Especially, explore and design dimensions have been identified to be used mainly during the experience design.

From the highlights of the literature review, an instructional path for experience-based service design and implementation process is highlighted in three parts and this instructional path would guide business managers/experience engineers.

As the experience-based service design has been increasingly receiving the attention of the business’ managers in the tourism sector, an overview examination of experience design, and being instructional guide will direct them to implicate the dimensions in practice.

A common way for academic libraries to support student success is through partnership with writing centers. Practices such as applying service design thinking to develop and inform integrated library and writing center services can lead to a student-focused space. This chapter outlines how service design, studio pedagogy, and peer learning informed the setup and ongoing services in The Undergrad Research and Writing Studio (URWS or, the Studio), a shared space in the Oregon State University Libraries. The URWS model is grounded in studio pedagogy, which employs a “propose-critique-iterate” approach to student writing development (Brocato, 2009). Research and writing consultants assist student writers when they have a question, mirroring libraries’ point of need service approach. Librarians and studio faculty collaborated on the training curriculum, which emphasizes how research and writing are intertwined processes. Peer consultant reflection and assessment inform the ongoing development of the overarching program, service, space, and training, ensuring alignment with the ethos of centering students and their learning.

Performance management is the ‘Achilles heel’ of many reforms and public management practices and requires changes. Governance in general and co-production in particular impose an organizational setting which requires rethinking performance management, which is still conceptually embedded in New Public Management paradigm. This chapter builds on the latest co-production framework and service-dominant logic and outlines new challenges for rethinking performance measurement and management. It also discusses how public service design (PSD) may interact with them. As a result the need to shift between performance control loops has been emphasized, suggesting that service design may significantly support internal ex-nunc performance management. Although it should be facilitated in addressing some of the performance challenges, an outline of a framework for appropriate method has also been proposed.

This first paper examines total benefits and total costs of product–service designs as antecedents to customer value assessment. It introduces the reader to all the papers in this volume. The first half of the paper offers a model of customer value assessment. This section describes research studies in industrial marketing contexts that illustrate the core propositions in the model. The second half of the paper provides brief introductions to the papers in this volume; these papers offer further evidence supporting the view that discontinuous innovations offer superior customer value but customers tend to eventually become increasingly comfortable with the status quo and move away from adopting superior proven technologies. This paper advocates being mindful of the marketplace dynamics affecting value. The volume serves to increase knowledge and understanding of the dynamic forces affecting changes in customer value.

The management concept of service science (SS), and its origins in the business sector through evolving customer service expectations are explored in this chapter. It proposes the concept’s utility—indeed its emerging necessity—as an administrative requisite to meet library users’ needs. The chapter is a conceptual one addressing SS and service design (SD) approaches to building customer service systems for libraries, the why and how of implementation in libraries regardless of the community served—that is to say, the why and how of implementation in libraries regardless of the community served. The changing outlook of customers and managers regarding commercial service expectations is not disputed in the business and management literature. Extreme customer service has become a norm. However, these service expectations can and have carried over into the public and nonprofit sectors. This chapter proposes that libraries become aware of changing service norms and utilize SD methods to meet users’ needs. Quite simply, libraries that do not investigate SD methods and implement community-specific design strategies, may begin to suffer patron dissatisfaction and even lose patronage. Alternatively, libraries which do adopt SD methods, may see increases in user satisfaction and patronage. SS and design are relatively novel subdisciplines of management studies. This, however, does not belie their importance. A broad introduction of the topics for library administration and planning considerations is warranted and necessary.

The chapter describes a model solution for supporting mature women, developed as part of the Finnish Time4Help project. The solution includes training programmes for mature women supporting their careers and networking. The model is built on a new flipped training and coaching programme approach where, first, women were asked to gather a group of peers who were interested in developing their enterprises or working skills and who had similar needs and interests to them. After that, a programme was built matching the needs of this group of women. This model resembles the study circle approach particularly popular in the Scandinavian countries. Therefore, the authors build on the research literature on study circles, and study how tailored programmes help mature women to develop their careers and reach a work–life balance. The empirical part of the research builds on interviews and observations with 25 women in 5 groups and their facilitators participating in Time4Help training programmes in Finland in 2019–2021.

The perception and communication of risk for organizations are highly topical and difficult to address in higher education (HE) due to its complexity and variety of structures, processes and identities. The omnipresence of managerialism in HE currently also impacts organizational innovation. This is interrogated in terms of the form and effect of innovation and improvization (Cunha, Neves, Clegg, & Rego, 2015). The development of tools to manage risk perception is discussed alongside perceptions of risk and their potential management through agile processes to enable a university-wide collaboration across services to enable a unified and streamlined proactive management of risk and its corollaries of loss.

The focus of this chapter is on the daily management of operational risks in higher education institutions (HEIs). It considers the causes and impact of drift and competitiveness in organizational processes and their impact on organizational efficiency. This chapter will consider risk perception and contract management across HEIs.

Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical way, in-situ, and in real-time.

The chapter describes the implementation of a mobile ethnography project in a tourist destination, including participant recruitment, data collection, data analysis, and the derivation of insights.

The mobile ethnography project allowed to gain deep insights into the customers’ journeys.

Future research will need to further investigate questions of participant recruitment, the effectiveness of incentives as well as the performance of the data collection process. Furthermore the findings of this case need to be replicated in the context of other industries, as well as in other cultural contexts.

Mobile ethnography allows companies to gain more information on customer experience in real-time, thus with reduced cognitive and emotional bias. Therefore, the method can help to improve the touristic service offering and, consequently, customer experience.

As companies are searching for new approaches to research and manage customer experience, this chapter is of high value for both academia and practice.