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Designing emotion-centred product service systems: the case of a cancer care facility

Research output: Contribution to Journal/MagazineJournal articlepeer-review

<mark>Journal publication date</mark>09/2015
<mark>Journal</mark>Design Studies
Number of pages34
Pages (from-to)85-118
Publication StatusPublished
Early online date5/07/15
<mark>Original language</mark>English


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.