Beneficiaries’ View of Actor Networks: Service Resonance for Pluralistic Actor Networks

Martina Caic*, Stefan Holmlid, Dominik Mahr, Gaby Odekerken-Schröder

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

3 Citations (Scopus)

Abstract

In design for service, understanding the social fabric of the service system demands special focus, because the networks of actors that collaboratively create value strongly affect the multitude of service values for the beneficiaries of the system. This article explores mental models of actor networks from the phenomenological perspective of the beneficiaries, who ultimately determine the value of the service. The authors argue for a visual phenomenology and leverage the resourcefulness of individual network actors through a qualitative interpretive study that relies on in-depth interviews supported by generative card activities. By asking service beneficiaries (in this case, the elderly) to map their care-based network contexts, this method encourages human-centered, participatory approaches that reveal service systems from beneficiaries’ perspectives. With an analysis of constructed visual artefacts and data-rich narratives that uncover the instrumentality of visualizations, the authors further identify different types of networks and the dominant values held by each network’s focal actors. The authors hence suggest that not only should value creation as such be viewed as idiosyncratic, but so should the networks of actors that co-create value. Finally, the concept of service resonance is suggested to aid in accounting for the pluralistic perspectives of the network actors.
Original languageEnglish
Peer-reviewed scientific journalInternational Journal of Design
Volume13
Issue number3
Pages (from-to)69-88
ISSN1991-3761
Publication statusPublished - 31.12.2019
MoE publication typeA1 Journal article - refereed

Keywords

  • 512 Business and Management
  • Design for Service
  • Actor Network Mapping
  • Service Resonance
  • Network Topology
  • Dominant Values

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Service and customer-oriented management

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