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Empathic Service Systems: ‘Designing’ Emotion in a Cancer Care Service System

Dimension Value
  • Type of the Research Result
  • Theory
  • Current Status of Development
  • In Progress
    • With Pilot Application
  • Number of Cases
  • 1
  • Functional Area
  • Core Processes
    • Core Processes First Level
      • Design and Implementation of Product-Service-Systems
    • Core Processes Third Level
      • Providing (Parts) of the Product-Service-System
  • Company Size
  • Not Specified
  • Lifecycle Phase
  • Not Specified
  • Types of Customers of Value Bundles
  • Private Customers
  • Industry Sector
  • Health Care, Veterinary Care and Welfare
  • Standardization
  • No Standardization

This   paper   focuses   on   the   ‘design’   of   emotional wellbeing  in  a  cancer  care  service  system.  There  is little  or  no  scholarly  understanding  of  the  concept  of emotion  in  service  systems  discourse.  Yet,  emotion  is often referred to in service systems research; scholars have   pointed   out   the   need   to   create   long-term emotional  bonds  with    customers,    for    example. However, little or no attempt has been made to define or   understand  in  detail  the complex   concept   of emotion.  To  address  this  deficiency,  we  draw  on psychology and social theory to construct a theoretical framework  of  emotion  and  put  it  to  work  in  an empirical case study of a Maggie’s Centre in London. The questions addressed are - how do designers interpret, understand, and transform user emotion(al wellbeing). Put another way, how is emotional wellbeing ‘designed’ in a service system? 

This research result was described by Sanja Tumbas (5. July 2011 - 10:27)
This research result was last edited by Sanja Tumbas (13. November 2011 - 18:52)

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