Designers move more and more in the direction of Service Design, in which frequently a participatory or co-design approach is used to involve service providers in the design process. The designerprovider relationship in such Service Design processes differs in four aspects from traditional client-relationships: The relationship is 1) more dynamic and interactive, 2) based on collaboratively evolving ideas and ambitions, 3) focusing on the process of innovation, rather than on the outcome, and 4) frequently based on extrinsic motivation for innovation or on fuzzy starting points. Designers experience difficulties in persuading service providers of the importance of such a collaborative approach, while providers are not familiar with this kind of approach and their organizations are not ready for such a kind of collaboration. This paper positions designer-provider relationship in Service Design processes in literature and describes a research proposal for the development of an efficient and effective participatory design intervention that stimulates collaboration between designers and service providers.
During a service interaction, a customer should be viewed as having three distinct capacities: as a client, as a connection and as a resource. In each of these respective capacities, service (S) processes, relationship (R) processes and loyalty (L) processes create value for both customers and organizations. Satisfactory service is the minimum requirement for relationship processes to be effective and for the connection capacity to be activated. Likewise, high relationship quality is a minimal condition for loyalty processes to be effective and for the resource capacity to be activated. After presenting the measurable and actionable dimensions of relationship quality, I explain the difference between service processes and relationship processes. According to the service integrated relationships (SIR) framework, when relationship processes are integrated with existing service processes: (a) relationship quality improves; (b) loyal customer behaviours are evoked; and (c) service satisfaction improves. I conclude by discussing implications of the SIR framework for organizational systems and service employees.
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This article presents a model for conducting contextual therapy with the aim of contributing to the further development of contextual therapy. Its founder, Ivan Boszormenyi-Nagy, introduced the core of this approach, relational ethics, as a new paradigm for family therapy, which has been received well. The authors presume that the training of (upcoming) contextual therapists and conducting contextual therapy itself can benefit from more concrete guidelines and a phased structure. It can also enhance the further development, research and accountability of this approach. Therefore, using a design-oriented method, the authors developed a model that helps to shape a contextual therapy process and the applicable contextual interventions. It is based on strengthening connectedness in close relationships, using relational ethics as its compass. The framework of the model consists of three phases: exploring connectedness in close relationships, modifying connectedness in close relationships and reinforcing connectedness in close relationships, whereby the goals of each of these phases are defined as process elements and expanded into guidelines for nineteen interventions. The ingredients for these interventions are derived from two recent studies on the practice of Nagy and on the practice of current contextual therapists. The model is explained and substantiated based on contextual theory and therapy. Final remarks are presented in the conclusion.
This project researches risk perceptions about data, technology, and digital transformation in society and how to build trust between organisations and users to ensure sustainable data ecologies. The aim is to understand the user role in a tech-driven environment and her perception of the resulting relationships with organisations that offer data-driven services/products. The discourse on digital transformation is productive but does not truly address the user’s attitudes and awareness (Kitchin 2014). Companies are not aware enough of the potential accidents and resulting loss of trust that undermine data ecologies and, consequently, forfeit their beneficial potential. Facebook’s Cambridge Analytica-situation, for instance, led to 42% of US adults deleting their accounts and the company losing billions. Social, political, and economic interactions are increasingly digitalised, which comes with hands-on benefits but also challenges privacy, individual well-being and a fair society. User awareness of organisational practices is of heightened importance, as vulnerabilities for users equal vulnerabilities for data ecologies. Without transparency and a new “social contract” for a digital society, problems are inevitable. Recurring scandals about data leaks and biased algorithms are just two examples that illustrate the urgency of this research. Properly informing users about an organisation’s data policies makes a crucial difference (Accenture 2018) and for them to develop sustainable business models, organisations need to understand what users expect and how to communicate with them. This research project tackles this issue head-on. First, a deeper understanding of users’ risk perception is needed to formulate concrete policy recommendations aiming to educate and build trust. Second, insights about users’ perceptions will inform guidelines. Through empirical research on framing in the data discourse, user types, and trends in organisational practice, the project develops concrete advice - for users and practitioners alike - on building sustainable relationships in a resilient digital society.
The increasing concentration of people in urban environments in an era of globalisation means that social, economic, and environmental resources for living and working are under pressure. Urban communities experience increased stress levels due to inadequate and overburdened infrastructure and services, challenges due to ethnic and cultural diversity, socio-economic inequalities as well as the impact of environmental degradation. For these communities to build resilience under these circumstances therefore requires a multipronged approach. The underlying question this project will answer is: “What are the key characteristics of experiencescapes that contribute to resilience-building in communities?” The project will dive into the identification of building blocks of experiencescapes and roles of relevant actors that can support communities in building resilience. Within the context of a multidisciplinary approach, this project applies a range of qualitative research methods, such as in-depth interviews, focus groups, participant observation, storytelling techniques, life stories, as well as various biometric quantitative methods, available through the experience lab of BUas. The outcome of the project will enable practitioners and researchers alike in various sectors to understand what and how they can contribute to creating an environment in which people can meaningfully interact in a way that builds resilience in communities. This outcome is communicated not only through academic publications and conference contributions, but also through public reports and a handbook for practitioners and students. These reports and handbooks support identification and application of building blocks of experiencescapes that support building resilience in communities. Finally, the knowledge generated in the project will contribute to the development of curricula of various educational programmes at Breda University of Applied Sciences by expanding the scope of experience design into the area of people-to-people relationships.
Client: COST (European Cooperation in Science and Technology) Funder: COST is an intergovernmental framework for European Cooperation in Science and Technology, allowing the coordination of nationally-funded research on a European level This project is based on bringing together principles of ecosystem services (ES), which focus on life support systems, with more non-material services such as culture, health and wellbeing through tourism. It aims to link research on wellbeing provided by ecosystems and their use via tourism, leisure and recreation activities. The underpinning issue of this proposal is to produce new and collaborative research on how and in what way can tourism be a catalyst for improving human health and wellbeing, by using in a symbiotic and sustainable way natural resources and services provided by ecosystems, as well as exploring the challenges of (e)valuation of such services. This will be achieved by creating a collaborative European network of research centres based around four key working groups, namely (a) theoretical relationships between tourism, wellbeing and ES ; (b) empirical and methodological research challenges and approaches; (c) interrelations between ageing, wellbeing and ES; and (d) policy frameworks' analysis and research-informed policy making
