An Argument for the Improvisational Design of Customer Service Behaviours
The thesis examines the role of improvisation in the theory and practice of design for service and management-oriented design thinking. This examination reveals several features that design thinking and improvisation share, which has significance for service innovation - as it suggests that these...
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| Format: | Thesis |
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Curtin University
2019
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| Online Access: | http://hdl.handle.net/20.500.11937/80867 |
| Summary: | The thesis examines the role of improvisation in the theory and practice of design for service
and management-oriented design thinking. This examination reveals several features that
design thinking and improvisation share, which has significance for service innovation - as it
suggests that these features might be incorporated into ‘real-time’ service encounters to
make service workers’ improvised behaviours more designerly. Manzini’s ‘action platform’
concept is explored, and used to illustrate how design and improvisation might be
combined. |
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