Publications

Publication date: 2009
Service management and design has thus far primarily focused on the interactions between employees and customers. This perspective holds that the quality of the "service experience" is determined by the customer during this final "service encounter" that takes place in the "front stage." This emphasis discounts the contribution of the activities in the "back stage" of the service value chain...
Publication date: 2009
Publication date: 2008

In this paper we present a case study of kids’ appropriation of GarageBand digital music software to create an informal, ad hoc collaborative process. We argue that elements of the socio-spatial context of use combined with the software and the audio mode created a ‘safe’ space for collaboration and a powerful mode for informal creative exchange and feedback. We conclude with suggestions for...

Publication date: 2008

Professor Charles Sabel from Columbia Law School and Professor AnnaLee Saxenian from UC Berkeley argue in their book A Fugitive Success that Finland is quickly becoming a victim of its own success. In recent decades Finnish firms in the forest products and telecommunications industries have become world leaders. But the kind of discipline that made this success possible, and the...

Publication date: 2008
Should patents confer power to restrict reuses and redistributions of products embodying the whole or essential parts of inventions?
Publication date: 2008
Faceted navigation is a proven technique for supporting exploration and discovery within an information collection. The underlying data model is simple enough to make navigation understandable while at the same time rich enough to make navigation flexible in a wide range of domains. Nonetheless, there remain issues in both the presentation of navigation options in the interface and in how to...
Publication date: 2008

The Extensible Markup Language (XML), which just celebrated its 10th birthday, is one of the big success stories of the Web. Apart from basic Web technologies (URIs, HTTP, and HTML) and the advanced scripting driving the Web 2.0 wave, XML is by far the most successful and ubiquitous Web technology. With great power, however, comes great responsibility, so while XML's success is well...

Publication date: 2008
How do we apply the concept of resource orientation by designing representations to support interactions?
Publication date: 2008
XML (Extensible Markup Language), which just celebrated its 10th birthday, is one of the big success stories of the Web. Apart from basic Web technologies (URIs, HTTP, and HTML) and the advanced scripting driving the Web 2.0 wave, XML is by far the most successful and ubiquitous Web technology. With great power, however, comes great responsibility, so while XML's success is well earned as the...
Publication date: 2008
This article examines the growing importance of global, or external, search networks that firms and other actors rely on to locate collaborators who can solve part of a problem they face or require part of a solution they may be able provide. We focus on the creation in emerging economies of venture capital
Publication date: 2008
Internet scamming strategies associated with West Africa typically involve the creation and deployment of fictional narratives depicting political turmoil, corruption, violence, poverty, and personal tragedy set in a variety of African nations. This article examines Internet scammers' complicity in promoting these creatively dramatic, yet stereotyped, representations of Africa and Africans. Their...
Publication date: 2008
Ubicomp research has spurred the exploration of more "natural" or "invisible" interfaces that can be seamlessly embedded into their environment. In this paper, we discuss the role such technology can play in augmenting existing creative practice to enhance the sharing of the handcraft process. We present the design and implementation of Spyn, a system for knitters to record, playback, and share...

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