Designing emotion-centred Product Service Systems: the case of a cancer care facility

2017-02-24T14:14:18Z (GMT) by Patrick K. Stacey Bruce S. Tether
Product Service Systems (PSS) designers are increasingly signalling the importance of emotion. However, emotion is yet to be theoretically and empirically studied in PSS design. This paper offers a conceptual model as well as an in-depth field study of the design of an emotion-centred PSS. The paper draws on and extends appraisal theory, uses it as a lens by which to analyse ‘emotional chain reactions’ in the data, and produces implications for PSS design theory and practice.