| 摘要: |
| 目的 服务共创过程中的不确定性，使人们难以控制和响应不确定的资源和产出。旨在协助人们在服务共创过程中，通过使用组织即兴的方法和因素应对不确定的情况和挑战，并提出一种适用于不确定的组织即兴的服务共创的实际过程。方法 在现有观点的基础上，阐述服务共创的不确定性，解释组织即兴创作的实际作用及将其用于服务共创的原因。此外，比较服务共创和组织即兴研究的现有理论内容和框架，找到这两个概念间的直接联系。通过组织即兴与服务设计之间的联系，推导将组织即兴应用于组织共创的方法。结论 根据组织即兴创作的理论框架，组织即兴创作的四个因素（即时响应、及时协作、意图创建、资源整合），可以与服务共创紧密相关。服务共创中的服务策划和服务传递可结合这四个因素应对不同的不确定性。而且，组织即兴发挥的四个因素之间的逻辑也可以应用于服务共创的实际过程中。此外，服务设计不再局限于原始的设计过程框架，而是从组织即兴的角度进行了更新。 |
| 关键词: 服务不确定性 共创 组织即兴 服务设计 |
| DOI：10.19554/j.cnki.1001-3563.2020.16.030 |
| 分类号:TB472 |
| 基金项目:广州美术学院研究生人才培养项目“服务设计思维与学理研究”（6040120021） |
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| Service Co-creation Based on Organizational Improvisation in the Context of Uncertainty |
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CHEN Yu-zhi1, DING Xiong2
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1.Donghua University, Shanghai 201600, China;2.Guangzhou Academy of Fine Arts, Guangzhou 510260, China
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| Abstract: |
| The work aims to help people respond to uncertain conditions and challenges by organizational improvisation methods or factors during service co-creation, and propose a process of service co-creation by organizational improvisation in uncertainty, in view of that it is difficult for people to control and respond to uncertain resources and outputs due to the uncertainty in service co-creation. The uncertainty in service co-creation was explained based on the existing views and the practical role of organizational improvisation, and the reasons for its application in service co-creation were also demonstrated. Furthermore, the existing theoretical contents and frameworks in service co-creation and organizational improvisation were compared to find out the direct connections. Through the connections between the organizational improvisation and the service design, the methods of applying organizational improvisation in organization co-creation were derived. According to the theoretical framework of organizational improvisation, the four factors of organizational improvisation (Immediate Response, Timely Collaboration, Intention Creation and Resource Integration) can be closely related to service co-creation. Service planning and service delivery in service co-creation can be combined with these four factors to cope with different uncertainties. Additionally, the logic among the four factors of organizational improvisation can also be applied to the practical process of service co-creation. Thereby, service design is no longer restricted to the initial design process and has been updated from the perspective of organizational improvisation. |
| Key words: service uncertainty co-creation organizational improvisation service design |
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