Patterns of disruption: Diagnosing response mechanisms in actor networks
Please be aware that multiple presentations will take place during this session commencing at 05:00PM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.
Service, and failures associated with it, occur in networked contexts. It is important to understand patterns of disruptions in service, and how actors influence possible failures through their participation as this can impact value creation. This paper reports the results of an interview study analysed using critical incident theory supported by design-driven generative tools. We identify eight patterns of disruption: request, query, hiccup, delay, mistake, flaw, breakdown and the unexpected. The paper also contributes a disruption ripple model, and identifies five tensions in responding to disruptions: competing priorities, dealing with difficult others, mismatching expectations, shouldering responsibility and reluctant assistance. The patterns of disruption provide a more nuanced way of understanding incidents in service situations. The ripple model and identified tensions illustrate the underlying complexities in network relationships. We argue that service-providing organisations need to address the development of relationships to support beneficial value outcomes.
Please note, if you are referencing any comments, questions and discussions from this particular event, please follow this citation guideline: ServDes.2020. (2021, February 4). Day 3 Feb 4th 2021 LP afternoon session
[Conference video recording]. Retrieved from https://servdes2020.org/events
If you are quoting, please acknowledge the speakers surname in the citation, eg. “Thank you very much” (surname in ServDes.2020, 2021).
The same Creative Commons License for the video recording applies to this document.Download Event Paper