Zwischen Interaktionsarbeit und Service-Engineering – Auf dem Weg zu einem integrativen Ansatz in der Dienstleistungsforschung

Haab, Henning; Bieber, Daniel; Elfert, Patrick

doi:10.1007/978-3-662-59517-6_3

Cited by 3 publications

(2 citation statements)

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“…The results from the design phase show that the approach of digital collaboration is promising for Kita networks. It facilitates the crucial process of information exchange between educators and parents, which is considered a prerequisite for good educatorchild interaction [13]. By facilitating communication among the Kita stakeholders, the platform-supported collaborative network can improve the work in the Kita, primarily by creating capacities (time, energy) and necessary information for the interaction processes between child and educator.…”

Section: Discussionmentioning

confidence: 99%

“…In conclusion, implementing a collaborative network is a promising approach in person-related services. However, sharing information on a collaborative platform has its limitations when it comes to sharing non-verbal (e. g., facial expressions) or nonverbalizable (tacit) information [13]. This can only succeed if the use of technology in the context of interaction work is seen for what it is, namely an enabler for interaction.…”

Section: Discussionmentioning

confidence: 99%

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Collaborative Networks in Person-Related Services – Designing Humane and Efficient Interaction Processes in Childcare

Friedrich

Römer

Gilbert

et al. 2021

IFIP Advances in Information and Communication Technology

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Collaborative networks are becoming increasingly important in production and product-service-systems. By linking cooperation partners along the value chain, they offer the opportunity to make the productrelated value creation process efficient and transparent. In addition, collaborative networks facilitate the work of employees by improving social and organizational working conditions. Driven by digitalization and its efficiency and work facilitation potential, providers of person-related services are also increasingly using collaborative networks. This raises the question of how collaborative networks must be (re)designed in the context of social services to support the core of work and value creation, the personal interaction between people. To answer this question, a novel social service engineering approach is applied that combines methods of work science with those of service engineering and design to address the specifics of designing person-related services. The potentials of the approach are exemplified by the concrete use case of childcare.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%