research-article

Interpersonal interaction for pleasurable service experience

Author:

Eun-Ji ChoAuthors Info & Claims

DPPI '11: Proceedings of the 2011 Conference on Designing Pleasurable Products and Interfaces

Article No.: 68, Pages 1 - 4

https://doi.org/10.1145/2347504.2347578

Published: 22 June 2011 Publication History

Abstract

The importance of the quality of user experience in service encounter has been acknowledged in different disciplines, including Service Management, Marketing, and Design. However, the focus has been on tangible elements of a service, such as touchpoints, service evidence [21], servicescapes [4]. This paper argues that interpersonal interaction in service encounter plays a significant role in the quality of user experience, therefore should be taken into account into service design process. In particular, this paper pays attention on collaborative services where final users are actively involved, and assume the role of service co-producers.

To examine elements that facilitate interpersonal interaction in service, case studies on carpooling service were carried out. Based on a framework for sociability developed in interaction design discipline, 12 carpooling services in Europe and United States were analyzed. As opposed to managerial perspective, this paper suggests that the heterogeneity in the service performance, caused by the interaction between participants, is not a threat to the quality of user experience, but an opportunity to make the experience more unique, and special.

References

[1]

Battarbee, K. 2004. Co-experience: understanding user experiences in social interaction. Doctoral Thesis. University of Art and Design Helsinki, Finland

[2]

Battarbee, K. 2003. Co-experience: the Social User Experience. Proceedings of Computer Human Interaction CHI'03. Extended Abstracts (730-731). New York, ACM Press.

Digital Library

[3]

Battarbee, K. 2003. Defining Co-experience. Proceedings of Designing Pleasurable Products and Interfaces. 23-26 June, Pittsburgh. 109--113. New York, NY: ACM Press

Digital Library

[4]

Bitner, M. J. 1992. Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, Vol. 56, 57--71

[5]

Brereton, M., Ghelawat, S. 2010. Designing for participation in local social ridesharing networks --- grassroots prototyping of IT systems, In Proceedings of the 11th Biennial Participatory Design Conference, 29 November 2010, Sydney, Australia, pp. 199--202

Digital Library

[6]

Ceschin, F., Vezzoli, C., Zingale, S. 2010. An aesthetic for sustainable interactions in Product-Service System? In Proceedings of the LeNS conference, Bangalore, India, September 29 - October 1, 2010, 1490--1501

[7]

Cipolla, C. 2007. Designing for interpersonal relational qualities in services: A model for Service Design theory and practice, Doctoral Thesis, Politecnico di Milano

[8]

Cook. L. S., Bowen, D. E., Chase, R. B., Dasu, S., Stewart, D. M., Tansik, D. A. 2002. Human issues in service design, Journal of Operations Management 20, 159--174

[9]

Hochheiser, H., Shneiderman, B. 2010. From Bowling Alone to Tweeting together: Technology-mediated social participation, Interactions, March+April 2010, 64--67

Digital Library

[10]

Jordan, P. 2003. Designing great stuff that people love. Funology: From Usability to Enjoyment, xi-xii, Kluwer Academic Publishers

[11]

Junginger S., Sangiorgi, D. 2009. Service Design and Organizational Change: Bridging the gap between rigour and relevance. In Proceedings of International Association of Societies of Design Research (IASDR), October 18--22, Seoul, Korea

[12]

Mont, O. 2004. Institutionalisation of sustainable consumption patterns based on shared use, Ecological Economics 50, 135--153

[13]

Pacenti, E. and Sangiorgi, D. 2010. Service design research pioneers: An overview of Service Design research developed in Italy since the '90s. In Design Research Journal, Ges Ut Av Svid, Stiftelsen Svensk Industridesign, 1(10), 26--33

[14]

Preece, J. 2000. Online communities: Designing Usability, Supporting sociability, Chichester, England: John Wiley & Sons

Digital Library

[15]

Preece, J. 2001. Sociability and usability in online communities: Determining and measuring success, Behavior and Information Technology Journal, 20, 5, 347--356

[16]

Prettenthaler, F. and Steininger K. W. 1999. From ownership to service use lifestyle: the potential of car sharing. Ecological Economics 28, 443--453

[17]

Sangiorgi, D. 2009. Building up a framework for Service design Research. In Proceedings of Connexity, 8^th European Academy of Design conference, April 1-3, Aberdeen, Scotland

[18]

Sangiorgi, D. 2010. Transformative Services and Transformation Design. Paper presented at Second Nordic confrence on Service Design and Service Innovation, December 1--3, Linkoping, Sweden

[19]

Shneiderman, B. 2000. Designing trust into online experience, Communications of the ACM, December 2000, Vol. 43, No. 12, 57--59

Digital Library

[20]

Sengers, P. 2003. The Engineering of Experience. In Funology: From Usability to Enjoyment, 19--29, Kluwer Academic Publishers

Digital Library

[21]

Shostack, L. 1982. How to Design a Service. European Journal of Marketing 16 (1), 49--63

[22]

Stahel, W. R. 1998 From Products to Services: Selling performance instead of goods. In The IPTS (Institute for Prospective Technological Studies) Report, issue 27, September 1998, European Commission Joint Research Center

[23]

Victorino, L., Verman, R., Wardell, D. 2008 Service Scripting: A Customer's perspective of quality and performance. Cornell Hospitality Report, Vol. 8, No. 20, 6--13. December 2008. School of Hotel Administration, Cornell University

Cited By

Lee JYap CRoto V(2022)How HCI Adopts Service DesignProceedings of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491102.3502128(1-14)Online publication date: 29-Apr-2022
https://dl.acm.org/doi/10.1145/3491102.3502128
Yan KShen WJin QLu H(2019)Emerging Privacy Issues and Solutions in Cyber-Enabled Sharing Services: From Multiple PerspectivesIEEE Access10.1109/ACCESS.2019.28943447(26031-26059)Online publication date: 2019
https://doi.org/10.1109/ACCESS.2019.2894344
Mallus MColistra GAtzori LMurroni MPilloni V(2017)Dynamic Carpooling in Urban Areas: Design and Experimentation with a Multi-Objective Route Matching AlgorithSustainability10.3390/su90202549:2(254)Online publication date: 10-Feb-2017
https://doi.org/10.3390/su9020254
Show More Cited By

Index Terms

Interpersonal interaction for pleasurable service experience
1. General and reference
  1. Document types
    1. Surveys and overviews
2. Human-centered computing
  1. Interaction design
    1. Interaction design process and methods
      1. User centered design

Recommendations

Relational Interaction: Challenges and Opportunities for Social Innovation Through Service Co-production
Human-Computer Interaction. Human Values and Quality of Life
Abstract
The significant role of the interaction between a service provider and a user in service production has been pointed out by a number of studies. While interpersonal service interaction has been studied mostly from the perspective of traditional ...
Leveraging Eclipse for integrated model-based engineering of web service compositions
eclipse '05: Proceedings of the 2005 OOPSLA workshop on Eclipse technology eXchange

In this paper we detail the design and implementation of an Eclipse plug-in for an integrated, model-based approach, to the engineering of web service compositions. The plug-in allows a designer to specify a service's obligations for coordinated web ...
Research on the SOA-based Service Granularity Control
ITCS '10: Proceedings of the 2010 Second International Conference on Information Technology and Computer Science

Research in the basic principles of service granularity identified under the SOA framework and proposed to decompose services into three types these are basic services, synthesis services and composite services. It is proposed to decompose basic ...

Comments

Please enable JavaScript to view thecomments powered by Disqus.

Information & Contributors

Information

Published In

cover image ACM Other conferences

DPPI '11: Proceedings of the 2011 Conference on Designing Pleasurable Products and Interfaces

June 2011

492 pages

ISBN:9781450312806

DOI:10.1145/2347504

General Chairs:
Alessandro Deserti
Politecnico di Milano
,
Francesco Zurlo
Politecnico di Milano
,
Program Chair:
Francesca Rizzo
Politecnico di Milano

Copyright © 2011 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

In-Cooperation

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 22 June 2011

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Research-article

Conference

DPPI '11

DPPI '11: Designing Pleasurable Products and Interfaces

June 22 - 25, 2011

Milano, Italy

Acceptance Rates

Overall Acceptance Rate 27 of 53 submissions, 51%

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

4
Total Citations
View Citations
255
Total Downloads

Downloads (Last 12 months)8
Downloads (Last 6 weeks)0

Reflects downloads up to 21 Nov 2024

Other Metrics

View Author Metrics

Citations

Cited By

Lee JYap CRoto V(2022)How HCI Adopts Service DesignProceedings of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491102.3502128(1-14)Online publication date: 29-Apr-2022
https://dl.acm.org/doi/10.1145/3491102.3502128
Yan KShen WJin QLu H(2019)Emerging Privacy Issues and Solutions in Cyber-Enabled Sharing Services: From Multiple PerspectivesIEEE Access10.1109/ACCESS.2019.28943447(26031-26059)Online publication date: 2019
https://doi.org/10.1109/ACCESS.2019.2894344
Mallus MColistra GAtzori LMurroni MPilloni V(2017)Dynamic Carpooling in Urban Areas: Design and Experimentation with a Multi-Objective Route Matching AlgorithSustainability10.3390/su90202549:2(254)Online publication date: 10-Feb-2017
https://doi.org/10.3390/su9020254
Hofemann SRaatikainen MMyllärniemi VNorja T(2014)Experiences in Applying Service Design to Digital ServicesProduct-Focused Software Process Improvement10.1007/978-3-319-13835-0_10(134-148)Online publication date: 2014
https://doi.org/10.1007/978-3-319-13835-0_10

View Options

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Publication

View options

PDF

View or Download as a PDF file.

eReader

View online with eReader.

Media

Figures

Other

Tables

View Table of Contents