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...
| Main Author: | |
|---|---|
| Format: | Thesis |
| Published: |
Curtin University
2019
|
| Online Access: | http://hdl.handle.net/20.500.11937/80867 |
| _version_ | 1848764285339041792 |
|---|---|
| author | Gaskill, Eddy |
| author_facet | Gaskill, Eddy |
| author_sort | Gaskill, Eddy |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T11:16:55Z |
| format | Thesis |
| id | curtin-20.500.11937-80867 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:16:55Z |
| publishDate | 2019 |
| publisher | Curtin University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-808672020-09-04T06:25:07Z An Argument for the Improvisational Design of Customer Service Behaviours Gaskill, Eddy 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. 2019 Thesis http://hdl.handle.net/20.500.11937/80867 Curtin University fulltext |
| spellingShingle | Gaskill, Eddy An Argument for the Improvisational Design of Customer Service Behaviours |
| title | An Argument for the Improvisational Design of Customer Service Behaviours |
| title_full | An Argument for the Improvisational Design of Customer Service Behaviours |
| title_fullStr | An Argument for the Improvisational Design of Customer Service Behaviours |
| title_full_unstemmed | An Argument for the Improvisational Design of Customer Service Behaviours |
| title_short | An Argument for the Improvisational Design of Customer Service Behaviours |
| title_sort | argument for the improvisational design of customer service behaviours |
| url | http://hdl.handle.net/20.500.11937/80867 |