Article | Service Design Geographies. Proceedings of the ServDes.2016 Conference | Blended Spaces, Cross-Channel Ecosystems, and the Myth That Is Service
Göm menyn

Title:
Blended Spaces, Cross-Channel Ecosystems, and the Myth That Is Service
Author:
Bertil Lindenfalk: Jönköping University, Jönköping, Sweden Andrea Resmini: Jönköping University, Jönköping, Sweden
Download:
Full text (pdf)
Year:
2016
Conference:
Service Design Geographies. Proceedings of the ServDes.2016 Conference
Issue:
125
Article no.:
050
Pages:
551-556
No. of pages:
6
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


Export in BibTex, RIS or text

Service design and service designers have changed the way many companies and organizations think of their service offerings in relation to their overall goals, expanding their view of when a service experience starts and ends. However, this is still a company-centered view, eminently postmodern and unavoidably reductionist in nature. There is still room for growth within the field and in the way services are designed. This paper argues that a systems thinking approach positing multiple interrelated perspectives might be beneficial for the service design practice. Shifting focus from the single touchpoint to the global structure of the ecosystem and hence altering the way the problem space is framed, service design practice can gain a significant strategic impact and provide value to both individual actors and organization.

Keywords: systems thinking, cross-channel ecosystems, blended space, information architecture

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Bertil Lindenfalk, Andrea Resmini
Title:
Blended Spaces, Cross-Channel Ecosystems, and the Myth That Is Service
References:

Akaka, M. A., Vargo, S. L., & Lusch, R. F. (2013). The complexity of context: A service ecosystems approach for international marketing. Journal of Marketing Research, 21(4), 1-20.


Armson, R. (2011). Growing wings on the way: systems thinking for messy situations. Axminster: Triarchy Press Limited.


Benyon, D. R. (2014). Spaces of Interaction, Places for Experience. Morgan and Claypool.


Benyon, D. R., Mival, O., and O’Keefe, B. (2013). Blended Spaces and Digital Tourism. Proceedings of the CHI2013 Workshop on Blended Interaction Spaces.


Benyon, D. R., and Mival, O. (2012). Designing Blended Spaces. Proceedings of Designing Collaborative interactive Spaces. AVI Workshop. Retrieved 12 12 2015 from http://hci.uni-konstanz.de/dcis/.


Benyon, D. R., and Resmini, A. (2015). Blended Spaces and Cross-channel Ecosystems. ACM Creativity and Cognition 2015. Glasgow.


Blomkvist, J. (2014). Representing future situations of service: prototyping in service design. Linköping Studies in Arts and Science. Dissertation. Linköping: LiU Electronic Press.


Dietrich, S. (2009). Multichannel and Cross-channel Marketing Are Not Interchangeable. CRM Magazine. Retrieved 08 10 2015 from http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=53265.


Fauconnier, G. and Turner, M. (2002). The Way We Think: Conceptual Blending and the Mind’s Hidden Complexities. New York: Basic Books.


Grönroos, C. (2007). Service management and marketing: customer management in service competition. Hoboken: John Wiley & Sons.


Imaz, M. and Benyon, D. (2007). Designing with Blends ‚Äď Conceptual Foundations of Human-Computer interaction and Software Engineering. Cambridge: The MIT Press.


Kirby, A. (2009). Digimodernism. London: Bloomsbury.


Mitchell, W. J. (2004). Me++: The Cyborg Self and the Networked City. Cambridge: The MIT Press.


Norman, D. (2009). Systems Thinking: A Product Is More Than the Product. Interactions, 16(5). Retrieved 03 11 2015 from http://www.jnd.org/dn.mss/systems_thinking_a_product_is_more_than_the_product.html.


Resmini, A. (2013). Les architectures d’information. √Čtudes de communication, (41), 31‚Äď56.


Resmini, A., and Rosati, L. (2009). Information architecture for ubiquitous ecologies. Proceedings of MEDES 09 ‚Äď The International Conference on Management of Emergent Digital Ecosystems. ACM. Doi: 10.1145/1643823.1643859.


Resmini, A., and Rosati, L. (2011). Pervasive Information Architecture - Designing Cross-channel User Experiences. Burlington: Morgan Kauffman.
Tate, T. (2011). The Rise of Cross-channel UX Design. UX Matters. Retrieved 09 10 2015 from http://www.uxmatters.com/mt/archives/2011/10/the-rise-of-cross-channel-ux-design.php.


Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of marketing Science, 36(1), 1‚Äď10.
Vargo, S. L., & Lusch, R. F. (2011). It’s all B2B ‚Ķ and beyond: Toward a systems perspective. Industrial Marketing Management, 40(2), 181‚Äď187.

Service Design Geographies. Proceedings of the ServDes.2016 Conference

Author:
Bertil Lindenfalk, Andrea Resmini
Title:
Blended Spaces, Cross-Channel Ecosystems, and the Myth That Is Service
Note: the following are taken directly from CrossRef
Citations:
No citations available at the moment


Responsible for this page: Peter Berkesand
Last updated: 2017-02-21