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Handbook of Service Science pp 219–249Cite as

Seven Contexts for Service System Design

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Abstract

Many of the most complex service systems being built and imagined today combine person-to-person encounters, technology-enhanced encounters, self-service, computational service s, multi-channel, multi-device, and location-based and context-aware services. This paper examines the characteristic concerns and methods for these seven different design contexts to propose a unifying view that spans them, especially when the service-system is “information-intensive.” A focus on the information required to perform the service, how the responsibility to provide this information is divided between the service provider and service consumer, and the patterns that govern information exchange yields a more abstract description of service encounters and outcomes. This makes it easier to see the systematic relationships among the contexts that can be exploited as design parameters or patterns, such as the substitutability of stored or contextual information for person-to-person interactions. A case study for the design of a “smart multi-channel bookstore” illustrates the use of the different design contexts as building blocks for service systems.

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Author information

Authors and Affiliations

  1. University of California, Berkeley, USA

    Robert J. Glushko

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  1. Robert J. Glushko
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Correspondence to Robert J. Glushko .

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Editors and Affiliations

  1. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, USA

    Paul P. Maglio

  2. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, USA

    Cheryl A. Kieliszewski

  3. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA

    James C. Spohrer

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Glushko, R.J. (2010). Seven Contexts for Service System Design. In: Maglio, P., Kieliszewski, C., Spohrer, J. (eds) Handbook of Service Science. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-1628-0_11

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