Abstract
Over the last two decades, service design has steadily attracted adopters from both practitioner and academic realms. The diverse origins of these adopters pose challenges for the further advancement of the discipline. To address one of those challenges, this text investigates the use of an automated text analysis technique to explore the possibility to identify discursive elements of service design practitioners’ narrative to address organizational change. The author presents results of an automated text analysis of textual responses to a survey that reveal the main topics associated with 9 service design practitioners’ approaches to 5 different scenarios. These findings identify three basins of meaning in the discursive construction of the survey respondents: STORIES, TEAM, and IMPLEMENTING. It also shed light on a possible framework for apprehending the social reality of service design practices through discursive elements.
Keywords
service design, discourse, research, automated text analysis
DOI
https://doi.org/10.21606/servdes2018.25
Citation
Manhaes, M.(2018) Constructing an approach to identify service design narratives: Findings of an automated text analysis, in Anna Meroni, Ana María Ospina Medina, Beatrice Villari (eds.), ServDes 2018: Service Design Proof of Concept, 18–20 June, Milan, Italy. https://doi.org/10.21606/servdes2018.25
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Conference Track
Research Papers
Constructing an approach to identify service design narratives: Findings of an automated text analysis
Over the last two decades, service design has steadily attracted adopters from both practitioner and academic realms. The diverse origins of these adopters pose challenges for the further advancement of the discipline. To address one of those challenges, this text investigates the use of an automated text analysis technique to explore the possibility to identify discursive elements of service design practitioners’ narrative to address organizational change. The author presents results of an automated text analysis of textual responses to a survey that reveal the main topics associated with 9 service design practitioners’ approaches to 5 different scenarios. These findings identify three basins of meaning in the discursive construction of the survey respondents: STORIES, TEAM, and IMPLEMENTING. It also shed light on a possible framework for apprehending the social reality of service design practices through discursive elements.