Seven Contexts for Service System Design

1. Provider Customer Provider Customer Technology Provider Customer Technology Provider Customer Technology Customer Technology Provider Customer Technology Provider Customer 2 Customer 3 Customer n Customer Provider Technology Customer Device independent Service Technology 2 Customer Technology 1 Technology 3 Technology n Customer Customer Customer Computational service Computational service Provider Customer Computational service Computational service 1 Computational service 2 Computational service 3 2. Tech-enhanced p2p 3. Self-service 4. Multi-channel 5. Multiple devices 6. Computational service 7. Location-based & context-aware service 1. Person-to-person Context Diagrams The Seven Service Design Contexts: Derivational and Compositional Relationships Assisted Facilitated Customer improvised Legend Information exchange No direct exchange Service transformation Label Subcategory Channel binding Bron: Seven Contexts for Service System Design, Robert J. Glushko , 2009, http://people.ischool.berkeley.edu/~glushko/glushko_files/SevenContexts.pdf C2C “Crowdsourcing”