Relational Services |
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Authors: | Carla Cipolla Ezio Manzini |
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Institution: | 1. Federal University of Rio de Janeiro—Coppe, Ilha do Fund?o, Centro de Tecnologia, sala F 123, 21941–972, Rio de Janeiro, Brazil 2. Politecnico di Milano—Indaco, Via Durando 38/A, 20158, Milan, Italy
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Abstract: | Recent research projects have looked for social innovations, i.e., people creating solutions outside the mainstream patterns of production and consumption. An analysis of these innovations
indicates the emergence of a particular kind of service configuration—defined here as relational services—which requires intensive interpersonal relations to operate. Based on a comparative analysis between standard and relational services, we propose to the Service Design discipline an interpretative framework able to reinforce its ability to deal with
the interpersonal relational qualities in services, indicating how these qualities can be understood and favored by design
activities, as well as the limits of this design intervention. Martin Buber’s conceptual framework is presented as the main
interpretative basis. Buber describes two ways of interacting (“I-Thou” and “I-It”). Relational services are those most favoring “I-Thou” interpersonal encounters.
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Keywords: | Service design Interaction design Design for sustainability Social innovation Philosophy Martin Buber |
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