Umeå universitets logga

umu.sePublikationer
Ändra sökning
RefereraExporteraLänk till posten
Permanent länk

Direktlänk
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf
Understanding delegated actions: Toward anactivity-theoretical perspective on customer-centred service design
Umeå universitet, Samhällsvetenskapliga fakulteten, Institutionen för informatik.
Staffordshire University, UK.
2012 (Engelska)Konferensbidrag, Publicerat paper (Refereegranskat)
Abstract [en]

The paper presents an exploration of service design from the point of view of activity theory. The analysis in the paper builds upon recent work in service design (e.g., Holmlid, 2007; Sangiorgi, 2009; Wild, 2010), and extends our own previous research, in which activity theory was applied in analysis and design of interactive artefacts (Kaptelinin and Nardi, 2006; Uden and Willis, 2001). The discussion in the paper focuses on how services are integrated into customers’ activities. We argue that activities supported by services represent a special type of human activity: they are both collective (since they are performed by several actors) and individual (since their structure is primarily determined by the hierarchy of goals of one actor, i.e., the customer). According to the position, advocated in this paper, services can be considered as delegated actions. We tentatively identify a set of issues that need to be taken into account in service design, namely: core vs. auxiliary actions, poly-motivation, complex mediation, dynamic social distribution, whole life-cycle support, and long-term appropriation.

Ort, förlag, år, upplaga, sidor
Espoo, Finland, 2012.
Nationell ämneskategori
Övrig annan samhällsvetenskap
Identifikatorer
URN: urn:nbn:se:umu:diva-70106OAI: oai:DiVA.org:umu-70106DiVA, id: diva2:619564
Konferens
ServDes 2012
Tillgänglig från: 2013-05-05 Skapad: 2013-05-05 Senast uppdaterad: 2018-06-08Bibliografiskt granskad

Open Access i DiVA

Fulltext saknas i DiVA

Person

Kaptelinin, Victor

Sök vidare i DiVA

Av författaren/redaktören
Kaptelinin, Victor
Av organisationen
Institutionen för informatik
Övrig annan samhällsvetenskap

Sök vidare utanför DiVA

GoogleGoogle Scholar

urn-nbn

Altmetricpoäng

urn-nbn
Totalt: 261 träffar
RefereraExporteraLänk till posten
Permanent länk

Direktlänk
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf