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Supporting Inclusive Approaches in Service Design with Netnography

Part of the Advances in Intelligent Systems and Computing book series (AISC,volume 776)


This work is a part of a wider research about the inclusion in the Sharing-Based Services conceptual framework. The research presented in this paper was driven from a reflection on the ability of this kind of services to be inclusive. The main objective was discovering design domains for inclusive Sharing-Based Services detecting problems, needs and peculiar cases of online communities engaged in these services. For this reason, the netnography method was adopted to conduct a qualitative research with the aim to gain insights about inclusion and exclusion concepts on selected online forums related to platform in the Sharing-Based Services conceptual framework. The research insights were reported in the paper and they were used as a first reflection to conceptualize five design domains for inclusive services.


  • Design for inclusion
  • Design for services
  • Sharing economy
  • Inclusive services

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  • DOI: 10.1007/978-3-319-94622-1_28
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  1. 1.

    The authors argue that it is necessary to reflect upon different human dimensions to consider what kind of factors compromise the usage of and the access to a service in all its tangible and intangible parts included aspects that affect the system around the service. Therefore, the authors proposed a first consideration that regards the usage of, the access to, and the participation in the activities provided through a service. According to these premises, they may be affected by individuals’ physical and cognitive capacities and needs, economical status, cultural and political factors [10].

  2. 2.

    This is the word to identify the Couchsurfing’s users both with the role of guest and hosts. Couchsurfing is actually a global community of 14 million people in more than 200,000 cities.

  3. 3.

    The data collection was made between the middle of 2016 and the middle of 2017. The data was reviewed and upgraded during the first months of 2018.

  4. 4.

    Please see

  5. 5.

    It is a commitment by Airbnb that invite the hosts to accept the nondiscrimination policy or cancel the profile.

  6. 6.

    For more details on the debate about the evidence for the selected keywords in relation to the platforms involved in sharing economy please see [15,16,17,18,19].


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Correspondence to Daniele Busciantella Ricci .

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Busciantella Ricci, D., Rinaldi, A., Tosi, F. (2019). Supporting Inclusive Approaches in Service Design with Netnography. In: Di Bucchianico, G. (eds) Advances in Design for Inclusion. AHFE 2018. Advances in Intelligent Systems and Computing, vol 776. Springer, Cham.

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