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Human Centered Service Design (HCSD): Why HCSD Needs a Multi-level Architectural View

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Advances in the Human Side of Service Engineering (AHFE 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 266))

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Abstract

The motivation of this work is to examine and describe the relevance of architecture for Human Centered Service Design (HCSD). HCSD is the agile practice of improving service exchange (value co-creation and human well-being) in multi-level actor-to-actor networks. In this agile practice of HCSD, an architectural view means analyzing and describing the building blocks at micro, meso, and macro levels. All social and economic actors are embedded in broader social networks, coordinated by institutions and capable of acting on resources to mutually co-create value [1-3]. Since actions, institutions, and structure influence each other, this work considers the entire multi-level network in the understanding of a holistic service system ecology to investigate the relevance of architecture for HCSD [4, 5].

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Author information

Authors and Affiliations

  1. Institut Für Service Design, Hamburg, Germany

    Markus Warg

  2. University of Applied Sciences, Wedel, Germany

    Markus Warg

  3. McKinsey and Company, Inc., Stuttgart, Germany

    Ulrike Deetjen

Authors
  1. Markus Warg
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  2. Ulrike Deetjen
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Correspondence to Markus Warg .

Editor information

Editors and Affiliations

  1. Centre for Economics and Public Administration, London, UK

    Christine Leitner

  2. Fraunhofer IAO, Stuttgart, Baden-Württemberg, Germany

    Walter Ganz

  3. California State University, Orange, CA, USA

    Debra Satterfield

  4. University of Naples Parthenope, Avellino, Italy

    Clara Bassano

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Warg, M., Deetjen, U. (2021). Human Centered Service Design (HCSD): Why HCSD Needs a Multi-level Architectural View. In: Leitner, C., Ganz, W., Satterfield, D., Bassano, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2021. Lecture Notes in Networks and Systems, vol 266. Springer, Cham. https://doi.org/10.1007/978-3-030-80840-2_29

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  • DOI: https://doi.org/10.1007/978-3-030-80840-2_29

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-80839-6

  • Online ISBN: 978-3-030-80840-2

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