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Seven Contexts for Service System Design
Handbook of Service Science
Many of the most complex service systems being built and imagined today combine person-to-person encounters, technology-enhanced encounters, self-service, computational services, multi-channel, multi-device, and location-based and context-aware services. This paper examines the characteristic concerns and methods for these seven different design contexts to propose a unifying view that spans them, especially when the service-system is "information-intensive." A focus on the information requireddoi:10.1007/978-1-4419-1628-0_11 fatcat:bmwlmj27bzc25e2hec5544g2ge