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Erschienen in:
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2019 | OriginalPaper | Buchkapitel

Supporting Inclusive Approaches in Service Design with Netnography

verfasst von : Daniele Busciantella Ricci, Alessandra Rinaldi, Francesca Tosi

Erschienen in: Advances in Design for Inclusion

Verlag: Springer International Publishing

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Abstract

This work is a part of a wider research about the inclusion in the Sharing-Based Services conceptual framework. The research presented in this paper was driven from a reflection on the ability of this kind of services to be inclusive. The main objective was discovering design domains for inclusive Sharing-Based Services detecting problems, needs and peculiar cases of online communities engaged in these services. For this reason, the netnography method was adopted to conduct a qualitative research with the aim to gain insights about inclusion and exclusion concepts on selected online forums related to platform in the Sharing-Based Services conceptual framework. The research insights were reported in the paper and they were used as a first reflection to conceptualize five design domains for inclusive services.

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Vorheriges Kapitel An Eye-Tracking Study on Usability and Efficiency of Blackboard Platform
Nächstes Kapitel Braille Cursor: An Innovative and Affordable Refreshable Braille Display Designed for Inclusion
Fußnoten
1
The authors argue that it is necessary to reflect upon different human dimensions to consider what kind of factors compromise the usage of and the access to a service in all its tangible and intangible parts included aspects that affect the system around the service. Therefore, the authors proposed a first consideration that regards the usage of, the access to, and the participation in the activities provided through a service. According to these premises, they may be affected by individuals’ physical and cognitive capacities and needs, economical status, cultural and political factors [10].
 
2
This is the word to identify the Couchsurfing’s users both with the role of guest and hosts. Couchsurfing is actually a global community of 14 million people in more than 200,000 cities.
 
3
The data collection was made between the middle of 2016 and the middle of 2017. The data was reviewed and upgraded during the first months of 2018.
 
5
It is a commitment by Airbnb that invite the hosts to accept the nondiscrimination policy or cancel the profile.
 
6
For more details on the debate about the evidence for the selected keywords in relation to the platforms involved in sharing economy please see [15‐19].
 
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1.
Hine, C.: Virtual Ethnography. Sage Publications Ltd. London (2000)
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Kozinets, R.V.: The field behind the screen: using netnography for marketing research in online communities. J. Mark. Res. 39(1), 61–72 (2002)CrossRef
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Kozinets, R.V.: Netnography: the marketer’s secret weapon. White Paper (2010)
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Mason, B.: Moving toward virtual ethnography. Am. Folklore Soc. News 25(2), 4–5 (1996)
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Hetland, P., Mørch, A.I.: Ethnography for investigating the internet. In: Seminar.net, vol. 12, no. 1 (2016)
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Stickdorn, M., Hormess M.E., Lawrence, A., Schneider, J.: This is Service Design Doing: Applying Service Design Thinking in the Real World. O’Reilly Media, USA (2018)
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Busciantella Ricci, D., Dong, H., Rinaldi, A., Tosi, F.: Inclusion in Sharing-Based Services (I-SBS): an analytical tool. In: Di Bucchianico, G., Kercher, P.F. (eds.) Advances in Design for Inclusion. Advances in Intelligent Systems and Computing, vol. 587, pp. 207–219. Springer, Cham (2017)
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Busciantella Ricci, D., Dong, H., Rinaldi, A., Tosi, F.: Discussing about “Inclusion in sharing-based services”. A design workshop using an analytic tool. Des. J. 20(supp. 1), S4671–S4677 (2017)CrossRef
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Jégou, F., Manzini, E.: Collaborative Services: Social Innovation and Design for Sustainability. Edizioni POLI.design, Milano (2008)
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Manzini, E., Coad, R.: Design, When Everybody Designs: An Introduction to Design for Social Innovation. MIT Press (2015)
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Belk, R.: You are what you can access: sharing and collaborative consumption online. J. Bus. Res. 67(8), 1595–1600 (2014)CrossRef
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Codagnone, C., Martens, B.: Scoping the sharing economy: origins, definitions, impact and regulatory issues. Institute for Prospective Technological Studies Digital Economy Working Paper 2016/01. JRC100369 (2016)
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Edelman, B., Luca, M.: Digital discrimination: the case of airbnb.com. Harvard Business School NOM Unit Working Paper, 14-054 (2014)
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Edelman, B., Luca, M., Svirsky, D.: Racial discrimination in the sharing economy: evidence from a field experiment. Harvard Business School NOM Unit Working Paper, 16-069 (2016)
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Ge, Y., Knittel, C.R., MacKenzie, D., Zoepf, S.: Racial and gender discrimination in transportation network companies (No. w22776). National Bureau of Economic Research (2016)
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Aceves-Gonzalez, C., Cook, S., May, A.: Inclusive service design: in search of better services. In: Soares, M., Rebelo, F. (eds.) Advances in Ergonomics in Design, Usability & Special Populations, Part III, Published by AHFE Conference, pp. 10–19 (2014)
Metadaten
Titel
Supporting Inclusive Approaches in Service Design with Netnography
verfasst von
Daniele Busciantella Ricci
Alessandra Rinaldi
Francesca Tosi
Copyright-Jahr
2019
Buch
Advances in Design for Inclusion

Print ISBN: 978-3-319-94621-4

Electronic ISBN: 978-3-319-94622-1

Copyright-Jahr: 2019

DOI
https://doi.org/10.1007/978-3-319-94622-1_28

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