Longing for service: Bringing the UCL Conception towards services research

Interacting with Computers

Volumn 22, Issue 1, 2010, Pages 28-42

  Wild, Peter J ^a  

^a UNIVERSITY OF CAMBRIDGE   (United Kingdom)

Author keywords

Cross disciplinary; Frameworks; Service; Services; UCL Conception

Indexed keywords

SOFTWARE ENGINEERING;

CROSS-DISCIPLINARY; FRAMEWORKS; SERVICE; SERVICES; UCL CONCEPTION;

HUMAN COMPUTER INTERACTION;

EID: 76749097182     PISSN: 09535438     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.intcom.2009.11.002     Document Type: Article

References (110)

1. Alonso-Rasgado T., Thompson G., and Elfström B.-O. The design of functional (total care) products. Journal of Engineering Design 15 6 (2004) 515-540
2. Aurich, J.C., Schweitzer, E., Fuchs, C., 2007. Life-Cycle Oriented Planning of Industrial Product-Service Systems. ICMR 2007, Leicester, De Montfort/Inderscience. pp. 270-274.
3. Barnard P.J., May J., Duke D., and Duce D.A. Systems, interactions and macrotheory. ACM Transactions on Computer-Human Interaction 7 (2000) 222-262
4. Beck D., and Cowan C. Spiral Dynamics: Mastering Values, Leadership, and Change (1996), Blackwell Business, London
5. Bekker, M., Long, J., 2000. User Involvement in the Design of Human-Computer Interactions: Some Similarities and Differences between Design Approaches HCI'2000 Sunderland, 4-8 September. Springer, pp. 135-148.
6. Benbasat I., and Zmud R.W. The identity crisis within the is discipline: defining and communicating the discipline's core properties. MIS Quarterly 27 2 (2003) 183-194
7. Bennett, K., Layzell, P., Budgen, D., Brereton, P., Macaulay, L., Munro, M., 2000. Service-based software: the future for flexible software. APSEC 2000, pp. 214-221.
8. Bitner, M.J., Ostrom, A.L., Morgan, F.N., 2007. Service blueprinting: a practical tool for service innovation. In: Innovation in Services Conference, Berkeley, April 26-28.
9. Bødker, S., 2006. When second wave HCI meets third wave challenges. NORDICHI'06, ACM, Oslo, pp. 1-8.
10. Byrne R.W., Barnard P.J., Davidson I., Janik V.M., McGrew W.C., Miklósi A., and Wiessner P. Understanding culture across species. Trends in Cognitive Sciences 8 8 (2004) 341-346
11. Carroll, J.M., 2009. Human Computer Interaction (HCI). .
12. Checkland P.B., and Poulter J. Learning for Action (2006), Chichester Wiley
13. Chen J.V., Yen D.C., and Chen K. The acceptance and diffusion of the innovative smart phone use: A case study of a delivery service company in logistics. Information & Management 46 4 (2009) 241-248
14. Cockton, G., 2006. Designing worth is worth designing. NORDICHI 2006. ACM, Oslo, pp. 165-174.
15. Cockton, G., 2007. Creating value by design? Engineering Design Centre Seminar Series, Cambridge.
16. Cockton, G. Virtues and Potentials Can Guide Design Choices of Qualities and Values. University of Northumbria, Newcastle, unpublished manuscript.
17. Costanza R., d'Arge R., de Groot R., Farber S., Grasso M., Hannon B., Limburg K., Naeem S., O'Neill R.V., Paruelo J., Raskin R.G., Sutton P., and van den Belt M. The value of the world's ecosystem services and natural capital. Nature 387 6630 (1997) 253-260
18. Cottam, H., Leadbeater, C., 2004. Health: Co-creating Services. Report, RED: Design Council, London.
19. Cowan C.C., and Todorovic N. Spiral dynamics: the layers of human values in strategy. Strategy and Leadership 28 1 (2000) 4-12
20. Cummaford, S., 2000. Validating effective design knowledge for re-use: HCI engineering design principles, vol. 2. CHI '00. ACM Press, The Hague, pp. 71-72.
21. Cyr D., Hassanein K., Head M., and Ivanov A. The role of social presence in establishing loyalty in e-Service environments. Interacting with Computers 19 1 (2007) 43-56
22. Diaper D. Understanding task analysis for human-computer interaction. In: Diaper D., and Stanton N.A. (Eds). The Handbook of Task Analysis for HCI (2004), LEA, Mahwah 5-47
23. Dowell J., and Long J.B. Towards a conception for an engineering discipline of human factors. Ergonomics 32 11 (1989) 1513-1535
24. Dowell J., and Long J.B. Conception of the cognitive engineering design problem. Ergonomics 41 2 (1998) 126-139
25. Dreyfuss, H., 1955/2004. Designing for People. Allworth Press.
26. Elster J. Explaining Social Behavior (2007), Cambridge University Press, Cambridge
27. Fisk, R., 2008. Service Science, the Elephant and the Blind Men, Who's Who? University of Strathclyde, Glasgow.
28. Fisk R.P., Brown S.W., and Bitner M.J. Tracking the evolution of the services marketing literature. Journal of Retailing 69 1 (1993) 61-103
29. Fisk R.P., Grove S.J., and John J. Interactive Services Marketing. 3rd ed (2008), Houghton Mifflin, Boston
30. Fließ S., and Kleinaltenkamp M. Blueprinting the service company: managing service processes efficiently. Journal of Business Research 57 4 (2004) 392-404
31. Flint D.J. Innovation, symbolic interaction and customer valuing: thoughts stemming from a service-dominant logic of marketing. Marketing Theory 6 3 (2006) 349-362
32. Fowler M. Analysis Patterns, Reusable Object Models (1997), Addison-Wesley, Menlo Park
33. Gemmel D. The Swords of Night and Day (2004), Corgi Books, London
34. Goedkoop M., van Halen C., te Riele H., and Rommens P. Product Service Systems, Ecological and Economic Basics (1999), Report, PRé Consultants, Amersfoort
35. Goodwin G.P., and Darley J.M. The psychology of meta-ethics: exploring objectivism. Cognition 106 3 (2008) 1339-1366
36. Gould J.D., and Lewis C. Designing for usability: key principles and what designers think. Communications of the ACM 28 3 (1985) 300-311
37. Green T.R.G. The conception of a conception. Ergonomics 41 2 (1998) 143-146
38. Hall E.T. The Silent Language (1959), Doubleday, New York
39. In: Harper R., Rodden T., Rogers Y., and Sellen A. (Eds). Being Human: Human-Computer Interaction in the Year 2020 (2008), Microsoft Research Ltd., Cambridge
40. Hassenzahl, M., Platz, A., Burmester, M., Lehner, K., 2000. Hedonic and Ergonomic Quality Aspects Determine a Software's Appeal Emotions and Values. CHI 2000, The Hague, 1-6th April, pp. 201-208.
41. Hassenzahl M., Beu A., and Burmester M. Engineering joy. IEEE Software 18 1 (2001) 70-76
42. Hawken P., Lovins A., and Lovins L.H. Natural Capitalism: Creating the Next Industrial Revolution (1999), Rocky Mountain Institute, Snowmass, CO
43. Heskett J. Creating economic value by design. International Journal of Design 3 1 (2009)
44. Heylighen F. Objective, subjective and intersubjective selectors of knowledge. Evolution and Cognition 3 1 (1997) 63-67
45. Hill P. On goods and services. Review of Income & Wealth 23 4 (1977) 315-338
46. Hill P. Tangibles, intangibles and services. Canadian Journal of Economics 32 2 (1999) 426
47. IfM and IBM, 2008. Succeeding through Service Innovation. IfM, University of Cambridge, Cambridge.
48. In: Jégou F., and Manzini E. (Eds). Collaborative Services: Social Innovation and Design for Sustainability (2008), POLI design, Milano
49. Johnson P., Johnson H., and Hamilton F. Getting the knowledge into HCI. In: Schraagen J.M., Chipman S.F., and Shalin V.L. (Eds). Cognitive Task Analysis (2000), LEA, Mahwah 201-214
50. Jones, M., Samalionis, F., 2008. From small ideas to radical service innovation. Design Management Review, Winter, pp. 19-27.
51. Karat J., and Karat C.-M. Experiences people value. In: Diaper D., and Stanton N.A. (Eds). The Handbook of Task Analysis for HCI (2004), Lawrence Erlbaum Associates, Mahwah, NJ 585-602
52. Kounkou, A., Cullinane, A., Maiden, N., 2008. Using HCI knowledge in service-centric applications. In: Wild, P.J. (Ed.), HCI 2008 Workshop on HCI and Services.
53. Lages L., and Fernandes J. The SERPVAL scale: a multi-item instrument for measuring service personal values. Journal of Business Research 58 11 (2005) 1562-1572
54. Light, A., Wild, P.J., Dearden, A., Muller, M.J., 2005. Quality Value Choice: Exploring Deeper Outcomes for HCI Products. CHI2005 workshop, Porland, Monday 26 April. ACM Press.
55. Lim K.Y., and Long J.B. The MUSE Method for Usability Engineering (1994), Cambridge University Press, Cambridge
56. Lindgaard G., and Whitfield A. Integrating aesthetics within an evolutionary and psychological framework. Theoretical Issues in Ergonomics Science 5 1 (2004) 73-90
57. Long, J.B., Dowell, J., 1989. Conceptions of the Discipline of HCI. In: Sutcliffe, A., Macaulay, L. (Eds.), HCI'89, Nottingham, 5-8th September, CUP, pp. 9-32.
58. Lovelock C.H. Classifying services to gain strategic marketing insights. Journal of Marketing 7 summer (1983) 9-20
59. Lovelock C.H., and Gummesson E. Whither services marketing?. Journal of Service Research 7 1 (2004) 20-41
60. Luthria H., and Rabhi F. Service oriented computing in practice. Journal of Theoretical and Applied Electronic Commerce Research 4 1 (2009) 39-56
61. Magoulas G.D., and Chen S. Human factors in personalised systems and services. Interacting with Computers 18 3 (2006) 327-330
62. McCarthy J., and Wright P. Technology as Experience (2004), MIT Press, Bradford, MA
63. Melão N., and Pidd M. A conceptual framework for understanding business processes and business process modelling. Information Systems Journal 10 2 (2000) 105-129
64. Mingers J. Realising Systems Thinking (2006), Springer, New York
65. Morelli N. Developing new product service systems (PSS): methodologies and operational tools. Journal of Cleaner Production 14 17 (2006) 1495-1501
66. Namoune, A., Nestler, T., Angeli, A.D., 2009. End user development of service-based applications. In: Wild, P.J. (Ed.), 2nd Workshop on HCI and Services at HCI 2009 Cambridge, 1st September.
67. Nelson H.G. Systems science in service to humanity. Systems Research and Behavioral Science 19 5 (2002) 407-416
68. Ng I.C.L., Maull R., and Yip N. Outcome-based contracts as a driver for systems thinking and service-dominant logic in service science: evidence from the defence industry. European Management Journal 27 6 (2009) 377-387
69. Papazoglou M., and van den Heuvel W.-J. Service oriented architectures. The VLDB Journal 16 3 (2007) 389-415
70. Parker S., and Heapy J. The Journey to the Interface (2006), Report DEMOS, London
71. Pring, B., Lo, T., 2009. Dataquest Insight: SaaS Adoption Trends in the US and UK Report, Gartner.
72. Ramirez R. Value co-production: intellectual origins and implications for practice and research. Strategic Management Journal 20 1 (1999) 49
73. Rathmell J.M. Marketing in the Services Sector (1974), Winthrop Publishers, Cambridge MA
74. Reason, B., Downs, C., Lovlie, L., 2009. Service Thinking. .
75. Rohrer, C., Au, I., Darnell, E., Dickenson, N., Evenson, S., Kaasgaard, K., 2008. Design, Marketing, Strategy: Where does User Research Belong? CHI '08, vol. 2. ACM, Florence. pp. 2241-2244.
76. In: Roy R., and Shehab E. (Eds). Industrial Product Service Systems, IPS2 2009 (2009), Cranfield University Press
77. Schrepp M., Held T., and Laugwitz B. The influence of hedonic quality on the attractiveness of user interfaces of business management software. Interacting with Computers 18 5 (2006) 1055-1069
78. Seddon J. Systems Thinking in the Public Sector (2008), Triarchy Press, Axminster
79. Seddon, J., O'Donovan, B., Zokaei, K., 2009. Rethinking Lean Service. Vanguard Consultancy, Buckingham.
80. Seigel D.A., and Dray S.M. New kid on the block: marketing organizations and interaction design. Interactions 8 2 (2001) 19-24
81. Sengers P. The engineering of experience. In: Blythe M.A., Overbeeke K., Monk A.F., and Wright P.C. (Eds). Funology: From Usability to Enjoyment (2003), Kluwer Academic Publishers, Dordrecht
82. Seth N., Deshmukh S.G., and Vrat P. Service quality models: a review. International Journal of Quality & Reliability Management 22 9 (2005) 913-949
83. Shostack G.L. Breaking free from product marketing. Journal of Marketing 41 2 (1977) 73-80
84. Shostack L.G. Designing services that deliver. Harvard Review of Business 62 1 (1984) 133-139
85. Smith W., Hill B., Long J.B., and Whitefield A. A design-oriented framework for modelling the planning and control of multiple task work in secretarial office administration. Behaviour and Information Technology 16 3 (1997) 161-183
86. Stahel W.R. The functional economy: cultural & organizational change. Science & Public Policy 13 4 (1986) 121-130
87. Stauss B. A pyrrhic victory: the implications of an unlimited broadening of the concept of services. Managing Service Quality 15 3 (2005) 219-229
88. Sutcliffe A. The Domain Theory: Patterns for Knowledge and Software Reuse (2002), Erlbaum, Mahwah
89. Teasdale J.D., and Barnard P.J. Affect Cognition and Change: Re-modelling Depressive Thought (1993), Erlbaum Associates, Hove
90. Terry A., Jenkins D., Khow T., Summersgill K., Bishop P., and Andrews M. Transforming Logistics Support for Fast Jets (2007), Report, National Audit Office, London
91. Tiger L. The Pursuit of Pleasure. 2nd ed. (2000), Transaction Press, New Brunswick
92. Tukker A. Eight types of product-service system. Business Strategy and the Environment 13 4 (2004) 246-260
93. van Dijk, G., 2008. HCI informing service design, and visa versa. In: Wild, P.J. (Ed.), Workshop on HCI and the Analysis, Design, and Evaluation of Services, HCI 2008, Liverpool BCS.
94. van Dijk G., Minocha S., and Laing A. Consumers, channels and communication: online and offline communication in service consumption. Interacting with Computers 19 1 (2007) 7-19
95. Vargo S.L., and Lusch R.F. Evolving to a new dominant logic for marketing. Journal of Marketing 68 1 (2004) 1-17
96. Vargo S.L., and Lusch R.F. The four service marketing myths. Journal of Service Research 6 4 (2004) 324-335
97. Vargo S., and Lusch R. Why "service"?. Journal of the Academy of Marketing Science 36 1 (2008) 25-38
98. Vargo S.L., Maglio P.P., and Akaka M.A. On value and value co-creation: a service systems and service logic perspective. European Management Journal 26 3 (2008) 145-152
99. Vicente K.J. Coherence- and correspondence-driven work domains. Behaviour and Information Technology 9 6 (1990) 493-502
100. Wakkary, R., 2005. Exploring the Everyday Day Designer. Understanding Designers'05, Aix-en-Provence, 17-18 October 2005. Centre for Design Computing and Cognition. pp. 277-282.
101. Whitefield A., Esgate A., Denley I., and Byerley P. On distinguishing work tasks and enabling tasks. Interacting with Computers 5 3 (1993) 333-347
102. Wild, P.J., Macredie, R.D., 2000. On change and tasks. In: McDonald, S., Waern, Y., Cockton, G. (Eds.), HCI'2000, University of Sunderland, 4-8 September. Springer, pp. 45-59.
103. Wild, P.J., Johnson, P., Johnson, H., 2003. Understanding task grouping strategies. In: Palanque, P., Johnson, P., O'Neill, E. (Eds.), HCI 2003, Bath, 8th-12th September. Springer, pp. 3-20.
104. Wild, P.J., Johnson, P., Johnson, H., 2004. Towards a composite model for multitasking. In: Palanque, P., Salvik, P., Winckler, M. (Eds.), TAMODIA'04, Prague, November 15-16. ACM Press.
105. Wild, P.J., Jupp, J., Kerley, W., Eckert, C.M., Clarkson, P.J., 2007. Towards a Framework for Profiling of Products and Services. 5th ICMR, Inderscience, Leicester, pp. 285-290.
106. Wild, P.J., Clarkson, P.J., McFarlane, D., 2009a. A framework for cross disciplinary efforts in services research. In: Roy, R., Shehab, E. (Eds.), Industrial Product Service Systems, Cranfield 1-2nd April 2009. University Press, Cranfield, pp. 145-152.
107. Wild, P.J., Pezzotta, G., Cavalieri, S., McFarlane, D.C., 2009b. Towards a Classification of Service Design Foci, Activities, Phases, Perspectives and Participants. MITIP'09 Bergamo.
108. Wright C.M., and Mechling G. The importance of operations management problems in service organizations. Omega 30 2 (2002) 77-87
109. Wyckham R.G., Fitzroy P.T., and Mandry G.D. Marketing of services. European Journal of Marketing 9 1 (1975) 59
110. Zeithaml V.A., Parasuraman A., and Berry L.L. Problems and strategies in services marketing. Journal of Marketing 49 2 (1985) 33-46