Digital Commons Network^™

Traces As Service Evidence, Spyros Bofylatos

ServDes Conference Series

In this paper, the idea of leveraging traces in service design for sustainability is presented. Physical evidence is an essential aspect of services as the service experience exists as a choreography of people, things and processes. These designed, tangible aspects of services play an important role in the overall service experience and at the same time act as affordances, leading the user through a desired service journey without interpersonal interactions. Viewing services in the context of actor network theory, as networks of humans and non-humans suggests that this service evidence act as a carrier of explicit knowledge relegated to it …

From User-Centred To Stakeholder Oriented Service Design: Implications For The Role Of Service Designers And Their Education Based On An Example From The Public Sector, Lorenz Herfurth

ServDes Conference Series

This working paper reflects on an inquiry into a current service design practice, by sharing insights into the changing role of service designers and by outlining implications for service design education. It is based on ethnographic research with a public-sector service design agency. Observations suggest that service designers become increasingly concerned with and integrated into the organizational context that they try to change. This paper then firstly gives a real-world example of the deep integration of service designers in a client organization, a council, it continues by describing the interactions and relationships that service designers have with this organization and …

Navigating The Sociocultural Landscape In Service Design, Laura Santamaria, Carolina Escobar-Tello, Tracy Ross

ServDes Conference Series

This paper reports on a case study where a service design approach was implemented to develop strategies for scaling-up a social enterprise, building on design as a meaning-making and framing practice. Context deconstruction methods drawn from semiotics and cultural studies were introduced during user research. These methods facilitated exploration of global and local sociocultural trends, mapping business category themes and competing offers, and identifying potential user groups’ cultural codes – i.e. expectations, aspirations and socio-symbolic aspects of consumption that influence users’ value perception. Subsequently, insights translated into strategies and guidelines for reframing the service value proposition and touchpoints to appeal …

Exploring The Future Of Consumer Retail, Jim Budd, Paul Della Maggiora, Florian Vollmer

ServDes Conference Series

This paper describes an academic/industry partnership that leveraged Service Design to explore the impact of online shopping to brick and mortar retailers. NCR, a global software company, sought a partnership with the School of Industrial Design at the Georgia Institute of Technology (Georgia Tech) to understand how different aspects of design could be used to respond to rapidly shifting consumer experience expectations. Both partners benefitted from the collaboration beyond their original expectations. Taking an iterative multi-semester approach, the effort yielded insights beyond the original intent, resulting in a broader application of Service Design to NCR’s sales approach, providing overall more …

Humanizing Organizations - The Pathway To Growth, Andrea Augsten, Bernadette Geuy, Rachel Hollowgrass, Titta Jylkäs, Marjukka Makela Klippi

ServDes Conference Series

The workshop focuses on the human aspects of organizations such as needs, values, motivations, beliefs or fears and introduces a framework for evaluating key factors that “humanize” the organization. Through the collaborative and interactive teamwork, audience will together with organizers to explore, discover and identify emerging key challenges to become a human-centered organization, and ideate design solutions to solve them.

Service Designers, Unite! Identifying Shared Concerns Among Multidisciplinary Perspectives On Service Design, Maíra Prestes Joly, Jorge Teixeira, Lia Patrício, Daniela Sangiorgi

ServDes Conference Series

Service Design is a multidisciplinary approach that asks for further research to be better integrated. This article contributes to bridging this gap by identifying shared concerns among multidisciplinary perspectives on Service Design. A qualitative study involving six focus groups was conducted on international Service Design research centers. Results show the service system concept as an abstraction that supports integrating multidisciplinary perspectives and their contributions to Service Design, by identifying shared concerns across different levels: (a) at an individual-actor level, the shared concern of an actor-centered approach; (b) at an organizational service delivery system level, the shared focus on processes and …

The Phd Special Seminar On Service Design: Unfolding A Proof Of Concept, Annalinda De Rosa, Camilo Ayala Garcìa, Stefano Parisi

ServDes Conference Series

The PhD Special Seminar of “ServDes.2018 Proof of Concept” Conference (June 18-20, 2018, Politecnico di Milano) has been a unique space dedicated to PhD candidates and Early Career Researchers within the Conference. It aimed to be an occasion of reflection on the different nuances that guide service design research to further discussion on the topics launched by the conference, conceived with the ambition to build a connection with the contents and the structure of the conference itself and, especially, with the ambition to strengthen the growing international community around the Service Design discipline. It has been curated and managed by …

Analysis On The Utilization Of Co-Design Practices For Developing Consumer-Oriented Public Service And Policy Focusing On The Comparison With Western Countries And South Korea, Yoori Koo, Hyeonseo Ahn

ServDes Conference Series

Service design methods have recently been applied to the areas of public services and policies development reflecting the needs of consumers. However, domestically, due to the lack of understanding of service design among many policy makers, service design is utilized as a piecemeal approach in practice. In that regard, this paper analyzes six cases using service design methodology in public service and policy development in Western countries and South Korea. The data relevant to each case was collected from desk-based secondary data and in-depth interviews. The analysis was focused on the use of co-design tools in each step of a …

Service Co-Design For The Shared Mobility Sector: A Free-Floating Bike Sharing Model, Silvia Cacciamatta, Francesca Foglieni, Beatrice Villari

ServDes Conference Series

In this paper, we present an action-research process within an Horizon 2020 project conducted through a co-design approach with the SME Zehus. In order to define a new model of free-floating bike sharing service to be implemented in the city of Milan, co-design activities were conducted with different project stakeholders and structured in the form of an explorative workshop, creative sessions, and user tests. This approach allowed envisioning and validating solutions, sharing competencies, and make decisions through collaboration in a iterative process. The adoption of co-design had relevant influence on the design of the final solution, going beyond the users’ …

Designing Tangible Tools To Support Collaboration In The Co-Design Of Healthcare Services, Karianne Rygh

ServDes Conference Series

As the challenges facing the Norwegian healthcare system are growing in scale and complexity, cross-disciplinary collaboration is needed between public and private sectors to rethink how we design services for care. Service design has emerged as a fruitful area of design practice and research that can support cross-disciplinary collaboration. It may do so by providing effective co-design communication tools that bridge the evidence-based culture of the medical world with working cultures, perspectives and languages of other fields. Despite the documented use of such tools, few examples in the literature describe the actual design process of developing three-dimensional communication tools and …

About Evaluation In Service Design: As It Is And How It Could Evolve, Francesca Foglieni, Beatrice Villari, Froukje Sleeswijk Visser

ServDes Conference Series

This paper reports on the role of evaluation in the service design field, reflecting in particular on contributions presented at the ServDes Conference 2018 in Milan, where the topic is explicitly introduced for the first time as a promising research and practical argument, to push the boundaries of the discipline and reinforce its legitimacy as a driver of innovation. It starts with a brief overview of literature on the topic, which highlights an increasing attention on measuring the value of service design and its impact on organizations, and goes on to examine some preliminary contributions on the evaluation of services …

Organizational Correlates Of Police Deviance: A Statewide Analysis Of Misconduct In Arizona, 2000-2011, Jessica Huff, Michael D. White, Scott H. Decker

Criminology and Criminal Justice Faculty Publications

Purpose

Many examinations of police misconduct involve case study methodologies applied to a single agency, or a handful of agencies. Consequently, there is little evidence regarding the types of misconduct across agencies, or the impact of department-level characteristics on the nature and prevalence of officer deviance. The purpose of this paper is to address this research gap using statewide data of over 1,500 charges of police misconduct filed with the Arizona Peace Officer Standards and Training Board (AZPOST) from 2000 to 2011.

Design/methodology/approach

This study examines variation in the prevalence and forms of misconduct across 100+ agencies based on agency …

Demonstrating The Return On Investment For Nursing: Elevating Nursing Practice Through Engagement, Rani Hajela Srivastava, Gillian Strudwick, Kristin Cleverley, Margaret Gehrs, Ann Pottinger

International Nursing Research Congress (INRC)

Nursing engagement and impact is determined by nurses and organizational context. Our approach to nursing engagement adopted a strengths based approach and included an intentional focus on organizational leaders. This presentation shares lessons learned and resulting strategy focusing on clinical excellence, developing specialist practitioners and leaders, and organizational goals.

Hedhi Help, Sarah Pagnani, Kelsey Pasco, Brandon Smith, Sarek Sotelo-Jimenez

Computer Science and Engineering Senior Theses

A culture of social taboos and silence leaves many young women beginning menarche in isolation, without complete understanding of the changes occurring in their bodies. There is a widespread stigma surrounding menstruation all around the world. These stigma impose significant barriers to education and proper hygiene for young girls during a critical time in their lives. Not having the proper support and resources to manage this process, 1 in 10 girls in sub-Saharan Africa miss school during their period, and therefore are more likely to drop out altogether. In Kenya specifically, menstruating girls miss an average of 4.9 days of …

Robert Unseld For Wku Staff Regent, Robert Unseld

Staff Council

Campaign email soliciting votes for Robert Unseld.

Sticking To Their Guns: The Missing Rma For Cybersecurity, Lior Tabansky

Military Cyber Affairs

Why has cybered conflict disrupted the security of the most developed nations? A foreign adversary contemplating an attack on a developed nation's heartland certainly faces multiple state-run military-grade lines of defense on land, sea and air. A foreign adversary launching a direct cyber-attack on a non-military homeland target will meet none. Armed forces do not shield a society from cyber-attacks originated by foreign adversaries, no longer provide a buffer between the enemy and homeland, nor can they identify the attacker after an attack occurred.

Adversaries succeed in waging cybered conflict against the U.S. and its allies. Having repeatedly inflicted economic …

The Shhh Campaign: Noise Reduction To Improve Patient Outcomes, Helen S. Kane, David Dacanay, John V. Renzi, Linda Wilson

International Nursing Research Congress (INRC)

This session will present the development, implementation and outcomes of the Shhh Campaign. Sleep deprivation is common in the acute care setting and contributes to significant adverse patient outcomes. Extraneous noise is responsible for patient awakenings. Reducing noise levels in hospitals can improve the hospital environment and support healing.

Dual Immersion Leadership: A Case Study Of Three K-5 Principals Who Show Success With Emergent Bilinguals, Ivonne Karina Dibblee

Dissertations and Theses

In the past decade the number of dual language immersion programs in US public schools has grown to more than 2000. The benefits of dual language immersion for emergent bilinguals (EBs) have been confirmed by numerous studies. However, lacking from this literature is research which focuses on leadership within dual immersion schools. Despite an upsurge in the number of immersion schools, few studies examine the characteristics of effective immersion leaders. The aim of this study is to examine the leadership characteristics of principals leading K-5 dual language immersion programs who have increased student achievement among EBs.

The purpose of this …

Expressive Arts Interventions Used To Address Psychosocial Stress Among Healthcare Professionals: A Systematic Review, Carolyn S. Phillips

International Nursing Research Congress (INRC)

Burnout among healthcare professionals is increasing and directly impacts patient outcomes. The National Academy of Medicine called for clinician well-being to be a priority in the United States. A systematic review evaluated the effectiveness of expressive arts interventions used to address psychosocial stress. Areas for future research are identified.

Justice, Trust, And Team Performance A Comparison Of Leader Selection Methods On The Development Of Team Trust, Jake Alexander Weiss

College of Science and Health Theses and Dissertations

Throughout the past few decades, organizations have shifted from a management mandated, top down approach to a more collaborative, team based, horizontal structure (Miles & Snow, 1992). As a result, work teams are on the rise, which has led to an increase in leadership roles within organizations. The relationships between procedural justice and trust in leadership, and trust in leadership and performance are well established in current literature. The former relationship, however, has been analyzed only at the individual level. Given the prevalence of teams in academic and applied settings, it is imperative to understand how this relationship exists, if …

A Review Of The Literature On Human Resource Development: Leveraging Hr As Strategic Partner In The High Performance Organization, Daniel Thoman, Robert Lloyd

Journal of International & Interdisciplinary Business Research (2014-2019)

The purpose of this paper is to describe the evolution of Human Resources (HR) from its inception as the clerical personnel administration utility of a company to its current developmental role as the strategic partner that helps to grow firms into dynamic, high-performance organizations through the invocation of the next stage of HR conceptual growth, Human Resource Development (HRD). Further, it covers the evolution of HRD with both a theoretical lens as well as a practitioner’s viewpoint in mind. This paper will discuss this conceptual evolution as it has occurred over time, as well as how it mirrors the overall …

Building Collaborations For Student Research Through Open Access, Dylan Burns, Becky Thoms

Library Faculty & Staff Presentations

Utah State University's decade’s long tradition of undergraduate and graduate student research is a point of pride, and it’s a source of recognition of institutional and student success as well as a recruitment tool. Yet, because of the ephemeral nature of student populations, it is difficult to build relationships that encourage participation. This presentation will explore collaborations between the library and the Research and Graduate Studies office at Utah State University as an opportunity to sustain the IR through the promotion and preservation of student research. Important is the library's role in ongoing research events on campus, such as Research …

Aligning Open Science Textbooks To The Next Generation Science Standards, Spencer B. Perry

Instructional Psychology and Technology Graduate Student Projects

Open educational resources and open textbooks are popular in schools primarily because of their low cost. However, open textbooks may or may not be aligned to the appropriate learning standards. This project develops an alignment evaluation tool and evaluates an open science textbook to determine if it is in alignment with the Next Generation Science Standards (NGSS). It was found that a textbook may not reasonably be expected to achieve all elements of the NGSS but that the open textbook achieved most of the NGSS elements that could be achieved. Challenges encountered during the alignment process are discussed.

Promoting Primary Care Delivery In The Us Through Effective Utilization Of Nurse Practitioner Workforce, Lusine Poghosyan, Affan Ghaffari

International Nursing Research Congress (INRC)

The U.S. health care system is facing significant challenges to deliver high-quality primary care to millions of Americans. The nurse practitioner (NP) workforce can help meet the demand. This presentation will highlight the mechanisms by which the primary care capacity can be improved through removal NP policy and organizational barriers.

Examining Messenger And Mode: Strategic Communication In Higher Education Recruitment, Valerie Breashears

Theses and Dissertations

The marketing mantra “know your audience” can be applied when examining higher education student recruitment. With endless avenues for communication and a rise in national data on this topic, exploring what works best for individual institutions is crucial. Disparaging data exists concerning how admissions administrators believe students prefer to hear from institutions and the realities of student preferences. When new recruitment communication strategies were implemented at the University of Arkansas at Little Rock in fall 2015 it required an assessment of effectiveness. The posttest-only two-group randomized experimental design will be employed for this proposed quantitative study analyzing recruitment cycle progression …

Picking Up The Pieces: Managing People During And After A Reorganization, Catherine B. Soehner

Library Philosophy and Practice (e-journal)

Libraries need to change rapidly in response to advances in technology, expectations of users, funding, and other pressures from both inside and outside the library. Often library administration/management reorganizes personnel, duties, and departments to accomplish new goals and to shift focus of library services. Both during and after a reorganization, employees respond to the changes in a wide variety of ways, ranging from acceptance and positivity to anger and resistance. Fortunately, administrators and managers have a variety of tools available to help employees deal with change and to move them toward success. There are many books and articles on the …

Xavier University Of Louisiana’S Faculty Development For Integrative Pedagogy And Assessment Practices (Core Curriculum Enhancement Initiative), Kim Vaz-Deville

CCE Documents

As a University committed to student success and thus to effective pedagogy, we are eager to adopt approaches to teaching that call upon students to explore the breadth of knowledge and methods of understanding. We also honor the science of pedagogy and thus are methodical in approaching teaching innovation. This grant proposal from Xavier University’s College of Arts and Sciences seeks support for faculty development that will accelerate the change that has already begun, thanks to Mellon's investment in Xavier through the Center for the Advancement of Teaching and Faculty Development (CAT+FD). The goal is to make the previous investments …

The Fallacy Of Selecting The Right Person For The Job, Seth Allcorn, Howard F. Stein, Carrie M. Duncan

International Journal of Leadership and Change

Recruiting senior level higher education executives is more challenging than the customary and presumably rational approach of forming a search committee, running an advertisement or hiring a search firm, interviewing candidates, and making a selection. This article discusses many of the organizational dynamics that suggest logic and rationality often are lacking in recruiting for these important positions. The inevitable presence of conflicting interpersonal and intergroup dynamics that may not be discussable in any meaningful way compromises recruiting outcomes. Hiring the best person for the position may well not occur.

University Identity Change Through A Psychological Sense Of Community Framework: A Case Study Of The Elimar Model, Elizabeth F. Turesky, Mary Anne Peabody

International Journal of Leadership and Change

Leading through identity change is a highly emotive experience. When leadership is understood as an emotional community development process, the benefits for repurposing identity are greatly enhanced. This article introduces a change model that embeds emotional awareness throughout a four-phased process, adapting concepts originally presented in McMillan and Chavis’s (1986) psychological sense of community (PSOC) theory and Scott and Jaffee’s (1989) change curve model. In this case study, we focus on a four-year multi-campus northeastern United States public university as a model to investigate how individuals in leadership positions consider the role of affect in creating positive identity change to …

Creating A Global Sustainable Lifelong Learning Society: An Andragogical Approach, Suwithida Charungkaittikul Ph.D., John A. Henschke Edd

Journal of International and Global Studies

Today, the world is changing, reestablishing the role of education in order to have a developed society. This study aims to explore the practical application of andragogy as a key element for creating a sustainable lifelong learning society, to propose strategies for developing a lifelong learning society using andragogical concepts, to enhance “andragogy” as a scientific academic discipline and to expand on the horizon of andragogical assumptions and processes put forth by Malcolm Knowles. The literature on andragogy demonstrates the need to consider the future of andragogy, which may strengthen the theory and allow for the assumptions and processes to …