Interaction as a concept for Social Service Engineering

Abstract

Purpose: Human factors play a central part in the design and management of services and service systems. This paper asks the conceptual question of the role of human factors in service science, speaking about the dimensions of human interactions in service design. Design/methodology/approach: Our research is deeply embedded in the approach of design science research (DSR). In contrast to the DSR which focuses primarily on designing and evaluating practical solutions, this work concentrates on theory building during DSR cycles. Hence, it systematically develops practical solution experiences and theoretical conceptualizations accordingly. Findings: While current research in service science focuses on service systems with service as the central element, the present paper evaluates the importance of interaction as the basis for the co-creation of value and, thus, linking service system and work system. It introduces the concept of interaction as a phenomenon that describes the in-actu situation in which actors co-create value by exchanging service – especially in human-human interaction. Work and service design as well as service engineering means to design all conditions for a successful interaction – avoiding value destruction (e.g., stress and unhealthy work conditions) as well as promoting co-creation of value (e.g., wellbeing, satisfaction as well as monetary value).