Article | Service Design Geographies. Proceedings of the ServDes.2016 Conference | Democracy and Design in Swedish Personal Assistance
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Title:
Democracy and Design in Swedish Personal Assistance
Author:
John Magnus Roos: Missionsvägen 24, 167 33 Bromma, Sweden
Download:
Full text (pdf)
Year:
2016
Conference:
Service Design Geographies. Proceedings of the ServDes.2016 Conference
Issue:
125
Article no.:
034
Pages:
415-428
No. of pages:
14
Publication type:
Abstract and Fulltext
Published:
2016-05-17
ISBN:
978-91-7685-738-0
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press, Linköpings universitet


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The present study investigated the role of personal assistance service providers for people with disabilities from the users’ point of view. Interviews with 12 users resulted in five value categories: (1) Interact with the user in a service-minded way (2) Have a proper ideology of personal assistance, (3) Mediate between users and personal assistants, (4) Provide good work conditions for personal assistants and (5) Represent the user politically. This study illustrates that classical theoretical models of customer service might be less suitable to explain the role of service providers for Swedish users of personal assistance. In order to provide successful service and support, service providers might need to consider interactions beyond the provider and the end-users, and also include issues such as political lobbying, working conditions for social workers and sustainability in terms of guaranteeing the service in the future. The findings are discussed in relation to service management theories and the service design society.

Keywords: service provider, personal assistance, people with disability, personally designed support

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
John Magnus Roos
Title:
Democracy and Design in Swedish Personal Assistance
References:

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Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
John Magnus Roos
Title:
Democracy and Design in Swedish Personal Assistance
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Last updated: 2017-02-21