The Seven Service Design Contexts
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The document discusses seven contexts for service system design: 1) person-to-person, 2) technology-enhanced peer-to-peer, 3) self-service, 4) multi-channel, 5) use of multiple devices, 6) computational services, and 7) location-based and context-aware services. These contexts are related and can be combined to create new service design approaches.
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The Seven Service Design Contexts
- 1. Provider Customer Provider Customer Technology Provider Customer Technology Provider Customer Technology Customer Technology Provider Customer Technology Provider Customer 2 Customer 3 Customer n Customer Provider Technology Customer Device independent Service Technology 2 Customer Technology 1 Technology 3 Technology n Customer Customer Customer Computational service Computational service Provider Customer Computational service Computational service 1 Computational service 2 Computational service 3 2. Tech-enhanced p2p 3. Self-service 4. Multi-channel 5. Multiple devices 6. Computational service 7. Location-based & context-aware service 1. Person-to-person Context Diagrams The Seven Service Design Contexts: Derivational and Compositional Relationships Assisted Facilitated Customer improvised Legend Information exchange No direct exchange Service transformation Label Subcategory Channel binding Bron: Seven Contexts for Service System Design, Robert J. Glushko , 2009, http://people.ischool.berkeley.edu/~glushko/glushko_files/SevenContexts.pdf C2C “Crowdsourcing”