Understanding delegated actions Toward an activity…了解委派的行动朝着活动.pdfVIP

Understanding delegated actions: Toward an activity-theoretical perspective on customer-centred service design Victor Kaptelinin 1,2 and Lorna Uden 3 1 vka062@uib.no, Dept. of Information Sci. and Media Studies, Univ. of Bergen, 7802 Bergen, Norway 2 vklinin@informatik.umu.se, Dept. of Informatics, Umeå Univ., 901 87 Umeå, Sweden 3 l.uden@staffs.ac.uk, Faculty of Comp. Engin. Tech., Staffordshire Univ., The Octagon, Beaconside, Stafford, St 18OAD, UK Abstract The paper presents an exploration of service design from the point of view of activity theory. The analysis in the