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Beneficiaries View of Actor Networks: Service Resonance for Pluralistic Actor Networks
Karlstad Univ, Sweden; Hanken Sch Econ, Finland.
Linköping University, Department of Computer and Information Science, Human-Centered systems. Linköping University, Faculty of Science & Engineering.ORCID iD: 0000-0002-2529-4303
Hanken Sch Econ, Finland; Serv Sci Factory, Netherlands; Maastricht Univ, Netherlands.
Maastricht Univ, Netherlands.
2019 (English)In: International Journal of Design, ISSN 1991-3761, E-ISSN 1994-036X, Vol. 13, no 3, p. 69-88Article in journal (Refereed) Published
Abstract [en]

In design for service, understanding the social fabric of the service system demands special focus, because the networks of actors that collaboratively create value strongly affect the multitude of service values for the beneficiaries of the system. This article explores mental models of actor networks from the phenomenological perspective of the beneficiaries, who ultimately determine the value of the service. The authors argue for a visual phenomenology and leverage the resourcefulness of individual network actors through a qualitative interpretive study that relies on in-depth interviews supported by generative card activities. By asking service beneficiaries (in this case, the elderly) to map their care-based network contexts, this method encourages human-centered, participatory approaches that reveal service systems from beneficiaries perspectives. With an analysis of constructed visual artefacts and data-rich narratives that uncover the instrumentality of visualizations, the authors further identify different types of networks and the dominant values held by each networks focal actors. The authors hence suggest that not only should value creation as such be viewed as idiosyncratic, but so should the networks of actors that co-create value. Finally, the concept of service resonance is suggested to aid in accounting for the pluralistic perspectives of the network actors.

Place, publisher, year, edition, pages
Taipei, Taiwan, Republic of China: National Taiwan University of Science and Technology , 2019. Vol. 13, no 3, p. 69-88
Keywords [en]
Design for Service; Actor Network Mapping; Service Resonance; Network Topology; Dominant Values
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:liu:diva-163107ISI: 000505051300005OAI: oai:DiVA.org:liu-163107DiVA, id: diva2:1385073
Note

Funding Agencies|European Unions Horizon 2020 research and innovation programme under the Marie Sklodowska-Curie grantEuropean Union (EU) [642116]

Available from: 2020-01-13 Created: 2020-01-13 Last updated: 2020-01-20Bibliographically approved

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