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ServDes2020

2–5 February 2021

RMIT UNIVERSITY, MELBOURNE AUSTRALIA

Long Paper

Patterns of disruption: Diagnosing response mechanisms in actor networks

05:00PM

06:00PM
Presenting Author(s): Vanessa Rodrigues, Stefan Holmlid, Johan Blomkvist
04 February 2021
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Service, and failures associated with it, occur in networked contexts. It is important to understand patterns of disruptions in service, and how actors influence possible failures through their participation as this can impact value creation. This paper reports the results of an interview study analysed using critical incident theory supported by design-driven generative tools. We identify eight patterns of disruption: request, query, hiccup, delay, mistake, flaw, breakdown and the unexpected. The paper also contributes a disruption ripple model, and identifies five tensions in responding to disruptions: competing priorities, dealing with difficult others, mismatching expectations, shouldering responsibility and reluctant assistance. The patterns of disruption provide a more nuanced way of understanding incidents in service situations. The ripple model and identified tensions illustrate the underlying complexities in network relationships. We argue that service-providing organisations need to address the development of relationships to support beneficial value outcomes.

Europe (CET): 4th February 2021 7:00 am to 8:00 am

US (EST): 4th February 2021 1:00 am to 2:00 am

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Vanessa Rodrigues
Vanessa Rodrigues
Linköping University

Vanessa Rodrigues is a doctoral student in design at Linköping University, Sweden and a former Marie Sklodowska – Curie research fellow within the Service Design for Innovation Network. Her PhD research focuses on fostering a more nuanced understanding of resilience in service systems that better accounts for how to enable much needed service system resilience through service design. Other areas of research interest include the future of service design as well as designing for service systems, social impact services, nomadic welfare, healthcare and policy. She holds a M.Sc. in International Business from Maastricht University, The Netherlands and has prior work experience in hospitality and consulting.

Johan Blomkvist
Johan Blomkvist
Linköping University

Johan Blomkvist is a senior researcher at the Computer and Information Science Department at Linköping University. His research focuses on service prototyping and understanding the relationship between people and physical manifestations of service and design artefacts. Based on research within cognitive science and related fields, he has suggested new tools and explored existing ones throughout the development of service design in an academic context.