Seven Contexts for Service System Design

Robert J. Glushko, "Seven Contexts for Service System Design", in Maglio, P. P., Kieliszewski, C, & Spohrer, J. Handbook of Service Science, New York: Springer, 2009.


Many of the most complex service systems being built and imagined today combine person-to-person encounters, technology-enhanced encounters, self-service, computational services, multi-channel, multidevice, and location-based and context-aware services. This paper examines the characteristic concerns and methods for these seven different design contexts to propose a unifying view that spans them, especially when the service-system is


Last updated:

September 20, 2016