Open Access

Amanda Davidson

• Literature finds that, despite the various benefits cited, formal processes for the design of services are not often used in manufacturing companies. This finding leads to the research question about the interaction of employees with service design processes, and how this relates to the other struggles faced by those employees in service innovation. A literature review and case study were performed in order to answer the research question. The literature review gave a theoretical background of the topic at hand and provided a basis for the case study analysis. A survey was developed with a mix of single choice, multiple choice, and open questions. Answers from 13 respondents representing nine companies were analyzed. It was found that the usage of service design methods, frameworks, or processes have benefits and help to solve challenges in service innovation. Respondents in the case study have generally positive views of service design methods, frameworks, or processes, and, although their usage is sporadic, respondents do not see the lack of methods, frameworks, or processes in service design to be a top challenge for accomplishing service innovation. While this case study has a small sample size and is limited in scope to manufacturing companies with a presence in the Styrian market, it can open the door to future research into the use of methods, frameworks, or processes in service design and their role in solving challenges faced by manufacturing companies transitioning into the service market.