Record: oai:ARNO:641728

AuteurF. Engberts
TitelApplication of design thinking for service innovation : current practices, expectations and adoption barriers
BegeleiderH.P. Borgman
FaculteitFaculteit Economie en Bedrijfskunde
OpleidingFEB MSc Business Administration
SamenvattingThere is an increasing interest from both academics and practitioners on the application of Design Thinking (DT) for innovation efforts. This study explores the current real-life application of DT within five large Dutch multinationals for service innovation projects. It aims to develop an understanding of how and why DT is applied, and what the benefits and challenges are of the adoption. Based on existing literature, five propositions are developed that guide the eight case studies on service innovation projects during which DT was applied. The results show that DT is applied as a mindset or ‘way-of’-thinking, though often requires methods, processes and tools to facilitate this. DT is applied in the expectation to increase the customer value delivered by service innovations, and to help understand and manage complexity. Adoption of DT is hampered by the individual’s understanding of DT as well as uncertainty avoidance. Based on the discussion of these findings within the extant literature, testable hypotheses and propositions are developed as well as insights to help guide companies utilizing DT for innovation efforts.
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