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    An Argument for the Improvisational Design of Customer Service Behaviours

    Gaskill E 2019.pdf (2.570Mb)
    Access Status
    Open access
    Authors
    Gaskill, Eddy
    Date
    2019
    Supervisor
    Philip Ely
    Type
    Thesis
    Award
    PhD
    
    Metadata
    Show full item record
    Faculty
    Humanities
    School
    School of Design and Built Environment
    URI
    http://hdl.handle.net/20.500.11937/80867
    Collection
    • Curtin Theses
    Abstract

    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.

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