How Nascent Occupations Construct a Mandate: The Case of Service Designers’ Ethos

Anne-Laure Fayard, Ileana Stigliani, Beth A. Bechky

    Research output: Contribution to journalArticle

    Abstract

    In this paper, we study the way that nascent occupations constructing an occupational mandate invoke not only skills and expertise or a new technology to distinguish themselves from other occupations, but also their values. We studied service design, an emerging occupation whose practitioners aim to understand customers and help organizations develop new or improved services and customer experiences, translate those into feasible solutions, and implement them. Practitioners enacted their values in their daily work activities through a set of material practices, such as shadowing customers or front-line staff, conducting interviews in the service context, or creating “journey maps” of a service user’s experience. The role of values in the construction of an occupational mandate is particularly salient for occupations such as service design, which cannot solely rely on skills and technical expertise as sources of differentiation. We show how service designers differentiated themselves from other competing occupations by highlighting how their values make their work practices unique. Both values and work practices, what service designers call their ethos, were essential to enable service designers to define the proper conduct and modes of thinking characteristic of their occupational mandate.

    Original languageEnglish (US)
    Pages (from-to)270-303
    Number of pages34
    JournalAdministrative Science Quarterly
    Volume62
    Issue number2
    DOIs
    StatePublished - 2017

    Fingerprint

    occupation
    customer
    Values
    expertise
    Designer
    Ethos
    new technology
    experience
    staff
    interview

    Keywords

    • emerging occupations
    • occupational mandate
    • values
    • work practices

    ASJC Scopus subject areas

    • Arts and Humanities (miscellaneous)
    • Sociology and Political Science
    • Public Administration

    Cite this

    How Nascent Occupations Construct a Mandate : The Case of Service Designers’ Ethos. / Fayard, Anne-Laure; Stigliani, Ileana; Bechky, Beth A.

    In: Administrative Science Quarterly, Vol. 62, No. 2, 2017, p. 270-303.

    Research output: Contribution to journalArticle

    Fayard, Anne-Laure ; Stigliani, Ileana ; Bechky, Beth A. / How Nascent Occupations Construct a Mandate : The Case of Service Designers’ Ethos. In: Administrative Science Quarterly. 2017 ; Vol. 62, No. 2. pp. 270-303.
    @article{7998bc8471fa4b948691ca246c860ec1,
    title = "How Nascent Occupations Construct a Mandate: The Case of Service Designers’ Ethos",
    abstract = "In this paper, we study the way that nascent occupations constructing an occupational mandate invoke not only skills and expertise or a new technology to distinguish themselves from other occupations, but also their values. We studied service design, an emerging occupation whose practitioners aim to understand customers and help organizations develop new or improved services and customer experiences, translate those into feasible solutions, and implement them. Practitioners enacted their values in their daily work activities through a set of material practices, such as shadowing customers or front-line staff, conducting interviews in the service context, or creating “journey maps” of a service user’s experience. The role of values in the construction of an occupational mandate is particularly salient for occupations such as service design, which cannot solely rely on skills and technical expertise as sources of differentiation. We show how service designers differentiated themselves from other competing occupations by highlighting how their values make their work practices unique. Both values and work practices, what service designers call their ethos, were essential to enable service designers to define the proper conduct and modes of thinking characteristic of their occupational mandate.",
    keywords = "emerging occupations, occupational mandate, values, work practices",
    author = "Anne-Laure Fayard and Ileana Stigliani and Bechky, {Beth A.}",
    year = "2017",
    doi = "10.1177/0001839216665805",
    language = "English (US)",
    volume = "62",
    pages = "270--303",
    journal = "Administrative Science Quarterly",
    issn = "0001-8392",
    publisher = "Johnson School at Cornell University",
    number = "2",

    }

    TY - JOUR

    T1 - How Nascent Occupations Construct a Mandate

    T2 - The Case of Service Designers’ Ethos

    AU - Fayard, Anne-Laure

    AU - Stigliani, Ileana

    AU - Bechky, Beth A.

    PY - 2017

    Y1 - 2017

    N2 - In this paper, we study the way that nascent occupations constructing an occupational mandate invoke not only skills and expertise or a new technology to distinguish themselves from other occupations, but also their values. We studied service design, an emerging occupation whose practitioners aim to understand customers and help organizations develop new or improved services and customer experiences, translate those into feasible solutions, and implement them. Practitioners enacted their values in their daily work activities through a set of material practices, such as shadowing customers or front-line staff, conducting interviews in the service context, or creating “journey maps” of a service user’s experience. The role of values in the construction of an occupational mandate is particularly salient for occupations such as service design, which cannot solely rely on skills and technical expertise as sources of differentiation. We show how service designers differentiated themselves from other competing occupations by highlighting how their values make their work practices unique. Both values and work practices, what service designers call their ethos, were essential to enable service designers to define the proper conduct and modes of thinking characteristic of their occupational mandate.

    AB - In this paper, we study the way that nascent occupations constructing an occupational mandate invoke not only skills and expertise or a new technology to distinguish themselves from other occupations, but also their values. We studied service design, an emerging occupation whose practitioners aim to understand customers and help organizations develop new or improved services and customer experiences, translate those into feasible solutions, and implement them. Practitioners enacted their values in their daily work activities through a set of material practices, such as shadowing customers or front-line staff, conducting interviews in the service context, or creating “journey maps” of a service user’s experience. The role of values in the construction of an occupational mandate is particularly salient for occupations such as service design, which cannot solely rely on skills and technical expertise as sources of differentiation. We show how service designers differentiated themselves from other competing occupations by highlighting how their values make their work practices unique. Both values and work practices, what service designers call their ethos, were essential to enable service designers to define the proper conduct and modes of thinking characteristic of their occupational mandate.

    KW - emerging occupations

    KW - occupational mandate

    KW - values

    KW - work practices

    UR - http://www.scopus.com/inward/record.url?scp=85019038811&partnerID=8YFLogxK

    UR - http://www.scopus.com/inward/citedby.url?scp=85019038811&partnerID=8YFLogxK

    U2 - 10.1177/0001839216665805

    DO - 10.1177/0001839216665805

    M3 - Article

    AN - SCOPUS:85019038811

    VL - 62

    SP - 270

    EP - 303

    JO - Administrative Science Quarterly

    JF - Administrative Science Quarterly

    SN - 0001-8392

    IS - 2

    ER -