NDLI: Families and services: understanding opportunities for co-production of value in service design

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Families and services: understanding opportunities for co-production of value in service design

Content Provider	ACM Digital Library
Author	Dow, Steven Forlizzi, Jodi Zimmerman, John
Abstract	Services comprise the backbone of most economies. As the design community increasingly conceives of and communicates about service relationships, we need a theoretical understanding of how such relationships originate, evolve, and co-create value over time. The home provides a resource for studying service dynamics. How are services purchased and perceived within the home? What do people value about domestic services, and how is value collectively produced between service providers and consumers? How do examples of service co-production in domestic settings extend to other service domains? To answer these questions, we undertook a nationwide survey of US households, followed by a number of in-depth interviews, in order to understand opportunities for service co-creation. Our findings reveal how customers and providers co-create services in the home. Domestic services rarely are performed autonomously; instead, there is an active, adaptive dialogue between customer and service provider. This intensely personalized interaction provides a basis for studying successful service co-production between customers, domestic service providers, and other organizations. We found service consumers and providers perceive the service experience with different cultural framings. Moreover, customers report more satisfying experiences when stakeholders co-produce the service through open dialogue and identifying mutual value. We describe the opportunities and breakdowns of service co-production, and discuss the design implications that follow.
Starting Page	1
Ending Page	8
Page Count	8
File Format	PDF
ISBN	9781450312806
DOI	10.1145/2347504.2347576
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2011-06-22
Publisher Place	New York
Access Restriction	Subscribed
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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