Relational Services
Relational Services
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关系服务
DOI：
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发表时间：
2009
期刊：
影响因子：
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通讯作者：
E. Manzini
中科院分区：
文献类型：
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作者：
C. Cipolla;E. Manzini
最近的研究项目一直在寻找社会创新，即人们在主流生产和消费模式之外创造解决方案。对这些创新的分析表明，出现了一种特殊的服务配置（这里定义为关系服务），它需要密集的人际关系来运作。基于标准服务和关系服务之间的比较分析，我们向服务设计学科提出一个解释框架，能够增强其处理服务中人际关系品质的能力，表明设计活动如何理解和青睐这些品质，以及这种设计干预的局限性。马丁·布伯的概念框架被作为主要的解释基础。布伯描述了两种互动方式（“我-你”和“我-它”）。关系服务是最有利于“我-你”人际交往的服务。
Recent research projects have looked for social innovations, i.e., people creating solutions outside the mainstream patterns of production and consumption. An analysis of these innovations indicates the emergence of a particular kind of service configuration—defined here as relational services—which requires intensive interpersonal relations to operate. Based on a comparative analysis between standard and relational services, we propose to the Service Design discipline an interpretative framework able to reinforce its ability to deal with the interpersonal relational qualities in services, indicating how these qualities can be understood and favored by design activities, as well as the limits of this design intervention. Martin Buber’s conceptual framework is presented as the main interpretative basis. Buber describes two ways of interacting (“I-Thou” and “I-It”). Relational services are those most favoring “I-Thou” interpersonal encounters.