Service as material

Stefan Holmlid

Chapter 4 in The Materials of Service Design, 2023, pp 27-42 from Edward Elgar Publishing

Abstract: This chapter provides a retrospective of service as a material, and how it has been understood and approached by different fields such as service management, marketing, and design. Connections are made to other design fields such as participatory design and landscape architecture. It is also examined how the material of service can be viewed through two specific perspectives: situated action and collaborative resource integration. It explores the concept of service as situated actions, where service is defined as the everyday activities of people in a specific setting, with all its richness of actors, artefacts, knowledge, social relations, practices, values, norms and institutions. It then discusses the concept of service as collaborative and deliberate resource integration, where resources such as materials, time, tools, knowledge, processes, norms, etc, are made available in a situation for integration. In the chapter, the concepts of action space and improvisation are highlighted as important in service design.

Keywords: Business and Management; Economics and Finance; Geography; Innovations and Technology (search for similar items in EconPapers)
Date: 2023
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