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Perceived Action Potential: A strong concept in development
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-8234-0652
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-3547-6792
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-2529-4303
2018 (English)In: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy / [ed] Anna Meroni, Ana María Ospina Medina and Beatrice Villari, Linköping: Linköping University Electronic Press, 2018, Vol. 150, p. 1162-1174Conference paper, Published paper (Refereed)
Abstract [en]

Service encompasses multiple interaction processes among many different actors. Comprehending the subtleties of what drives actors resource integration activities could therefore be valuable when designing for service. However, these nuances are not necessarily always captured in early representations such as prototypes of service due to variation in individual interpretation of situations. This paper draws on strong concepts from interaction design as a generative intermediate-level form of knowledge, to conceptualise perceived action potential (PAP) as a strong concept through the use of illustrative examples. PAP refers to the subjective interpretation of an individualï¿œs (own) scope of action in new or unforeseen situations. This paper elucidates the implications of PAP for service design and suggests future research opportunities. In introducing strong concepts to service design, it also translates how strong concepts might be identified and subsequently constructed in service design research in order to aid practice.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2018. Vol. 150, p. 1162-1174
Series
Linköping Electronic Conference Proceedings, ISSN 1650-3686, E-ISSN 1650-3740 ; 150
Keywords [en]
service design, strong concepts, perceived action potential, value co-creation, resource integration
National Category
Design
Identifiers
URN: urn:nbn:se:liu:diva-152005ISBN: 9789176852378 (electronic)OAI: oai:DiVA.org:liu-152005DiVA, id: diva2:1255747
Conference
ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy
Available from: 2018-10-15 Created: 2018-10-15 Last updated: 2020-05-06Bibliographically approved
In thesis
1. Designing for Resilience: Navigating Change in Service Systems
Open this publication in new window or tab >>Designing for Resilience: Navigating Change in Service Systems
2020 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Services are prone to change in the form of expected and unexpected variations and disruptions, more so given the increasing interconnectedness and complexity of service systems today. These changes require service systems to be resilient and designed to adapt, to ensure that services continue to work smoothly. This thesis problematises the prevailing view and assumptions underpinning the current understanding of resilience in services.  Drawing on literature from service management, service design, systems thinking and social-ecological resilience theory, this work investigates how service design can foster resilience in service systems. Supported by empirical input from three research projects in healthcare, the findings show service design can contribute to the adaptability and transformability of service systems through its holistic, human-centred, participatory and experimental approaches. Through the analysis, this research identifies key intervention points for cultivating service systems resilience through service design, including the design of service interactions, processes, enabling structures and multi-level governance. The study makes two important contributions. First, it extends the understanding of service systems resilience as the collective capacity for intentional action in responding to ongoing change, coordinated across scales in order to create value. This is supported by offering alternative assumptions about resilience in service.  Second, it positions service design as an enabler of service resilience by explicitly linking design practice(s) to processes that contribute to resilience. By extending the understanding of service systems resilience, this thesis lays the groundwork for future research at the intersection of service design, systemic change and resilience.

Place, publisher, year, edition, pages
Linköping: Linköping University Electronic Press, 2020. p. 137
Series
Linköping Studies in Science and Technology. Dissertations, ISSN 0345-7524 ; 2065
Keywords
service design, service systems, resilience, value creation, systemic design
National Category
Business Administration Social Sciences Economics and Business Design
Identifiers
urn:nbn:se:liu:diva-165087 (URN)10.3384/diss.diva-165087 (DOI)9789179298678 (ISBN)
Public defence
2020-06-09, Ada Lovelace, B-Building, Campus Valla, Linköping, 13:15 (English)
Opponent
Supervisors
Funder
EU, Horizon 2020, 992126The Kamprad Family Foundation, 302131
Available from: 2020-05-05 Created: 2020-05-05 Last updated: 2020-05-11Bibliographically approved

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Perceived Action Potential: A strong concept in development(749 kB)30 downloads
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Authority records BETA

Rodrigues, VanessaBlomkvist, JohanHolmlid, Stefan

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