Abstract

Although there has been a call for design for service implementation, knowledge on service implementation and design practices for it is fragmented. A lack of a theory of service implementation obstructs a holistic understanding of the phenomenon and the current status and limitation of design practices for it. This paper advances the understanding of service implementation by merging a systematic literature review with practitioner interviews. It presents a theoretical service implementation framework consisting of four service system levels and three purposes of practice. Contextualizing design practices in the framework highlighted designers’ contribution to service implementation at the organization level and actor level, while implying the need for advancing design practices at the networked systems level and process/resource level.

摘要

尽管有人呼吁为服务实现设计，但关于服务实现和设计实践的知识是零散的。服务实现理论的缺乏阻碍了对这种现象的整体理解以及对其设计实践的现状和局限性。本文通过将系统的文献综述与从业者访谈相结合，加深了对服务实施的理解。提出了由四个服务体系层次和三个实践目的组成的理论服务实现框架。框架中的情境化设计实践突出了设计者在组织级别和参与者级别对服务实施的贡献，同时暗示需要在网络系统级别和流程/资源级别推进设计实践。