Lindsay Tabas - Academia.edu (original) (raw)
Papers by Lindsay Tabas
The services sector was initially defined as a tertiary and residual economic category after agri... more The services sector was initially defined as a tertiary and residual economic category after agriculture and manufacturing. As many disciplines struggled to define, model and design for services, it became clear that the foundational emphasis was on person-to-person interactions like those between customer and hairdresser, mechanic or accountant. But in recent years, the category of services has grown to encompass selfservice technologies and web-based services, mandating a broader analysis of this field. Rather than add new categories to the classification of services, we must rethink the basic concepts and introduce new ones that more richly capture the complexity of services design and delivery, regardless of the actors, be it people, information or technology. Every "moment of truth" between service provider and consumer is a result of a value chain of services, divided between the front-and back-stages, where information plays a crucial role from start to finish. Understanding the service system in which this value chain exists, the actors, and how information flows through its structure is the new foundation for effectively applying a service design methodology. This paper proposes a holistic approach to services design intended for the renovation of existing, information-intensive services. The methodology considers the often competing interests of the front-stage, consumer experience of services, with the back-stage, processes and information technology driven services that are invisible to the service consumer. Contents
Service management and design has thus far primarily focused on the interactions between employee... more Service management and design has thus far primarily focused on the interactions between employees and customers. This perspective holds that the quality of the "service experience" is determined by the customer during this final "service encounter" that takes place in the "front stage." This emphasis discounts the contribution of the activities in the "back stage" of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a "service system." We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that synthesizes (front-stage-oriented) user-centered design techniques with (back-stage) methods for designing information-intensive applications.
Regional transportation operations collaboration and coordination demonstration initiative
2005 IEEE Design Symposium, Systems and Information Engineering, 2005
In an effort to stimulate greater emphasis on Transportation Systems Management &... more In an effort to stimulate greater emphasis on Transportation Systems Management & Operations (TSM&O), the Federal Highway Administration (FHWA) is sponsoring projects in three metropolitan areas to demonstrate development and implementation of a regional concept of transportation operations (RCTO). The RCTO requires regional collaboration of multiple entities - local and state governments, departments of transportation, police and rescue squads, etc.
Tabas. A responsive and persuasive audio device to stimulate exercise and fitness in children
Copyright is held by the author/owner(s).
Inf Syst E-Bus Manage DOI 10.1007/s10257-008-0106-0 ORIGINAL ARTICLE Designing service systems by bridging the ‘‘front stage’’ and ‘‘back stage’’
Service management and design has largely focused on the interactions between employees and custo... more Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the ‘‘service experience’ ’ is primarily determined during this final ‘‘service encounter’’ that takes place in the ‘‘front stage.’ ’ This emphasis discounts the contribution of the activities in the ‘‘back stage’ ’ of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a ‘‘service system.’ ’ We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that sy...
A responsive and persuasive audio device to stimulate exercise and fitness in children
Designing to stimulate health and fitness in children proposes particular challenges because chil... more Designing to stimulate health and fitness in children proposes particular challenges because children lack direct control over their environment. Additionally, children respond more to activities emphasizing recreation over education. This paper details the design and development process for children, highlighting design choices with research from industry, parents and children. The end product is a responsive and persuasive audio player that controls and varies music tempo based on measured activity level. This device makes use of music's natural ability to fuel activity, and it gives children a way to directly control some portion of their environment. Additionally, it delivers increased exercise under the disguise of fun and recreation. This paper contributes to the HCI design process for children by showing how to develop persuasive technologies to implicitly succeed a specific goal without explicitly addressing an existing problem.
The services sector was initially defined as a tertiary and residual economic category after agri... more The services sector was initially defined as a tertiary and residual economic category after agriculture and manufacturing. As many disciplines struggled to define, model and design for services, it became clear that the foundational emphasis was on person-to-person interactions like those between customer and hairdresser, mechanic or accountant. But in recent years, the category of services has grown to encompass selfservice technologies and web-based services, mandating a broader analysis of this field. Rather than add new categories to the classification of services, we must rethink the basic concepts and introduce new ones that more richly capture the complexity of services design and delivery, regardless of the actors, be it people, information or technology. Every "moment of truth" between service provider and consumer is a result of a value chain of services, divided between the front- and back-stages, where information plays a crucial role from start to finish. Und...
All of the concepts I've just mentioned need to be substantially rethought The "moment of truth" ... more All of the concepts I've just mentioned need to be substantially rethought The "moment of truth" reveals service quality, but rarely determines it Front stage / back stage is not an architectural distinction It is just a point of view and bounded scope in a service system And it embodies some design biases that cause problems in service system design
School of Information, Mar 2, 2007
The services sector was initially defined as a tertiary and residual economic category after agri... more The services sector was initially defined as a tertiary and residual economic category after agriculture and manufacturing. As many disciplines struggled to define, model and design for services, it became clear that the foundational emphasis was on person-to-person interactions like those between customer and hairdresser, mechanic or accountant. But in recent years, the category of services has grown to encompass selfservice technologies and web-based services, mandating a broader analysis of this field. Rather than add new categories to the classification of services, we must rethink the basic concepts and introduce new ones that more richly capture the complexity of services design and delivery, regardless of the actors, be it people, information or technology. Every "moment of truth" between service provider and consumer is a result of a value chain of services, divided between the front-and back-stages, where information plays a crucial role from start to finish. Understanding the service system in which this value chain exists, the actors, and how information flows through its structure is the new foundation for effectively applying a service design methodology. This paper proposes a holistic approach to services design intended for the renovation of existing, information-intensive services. The methodology considers the often competing interests of the front-stage, consumer experience of services, with the back-stage, processes and information technology driven services that are invisible to the service consumer. Contents
Information Systems and e-Business Management, 2009
Service management and design has largely focused on the interactions between employees and custo... more Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the "service experience" is primarily determined during this final "service encounter" that takes place in the "front stage." This emphasis discounts the contribution of the activities in the "back stage" of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a "service system." We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that synthesizes (front-stage-oriented) user-centered design techniques with (back-stage) methods for designing information-intensive applications. 1.2. Service Intensity A subjective perspective on service quality implies that many of the key design decisions relate to the intensity of the service, which is conventionally defined in terms of the number of actions initiated by the service provider ("the bundle of services" [Friesner and Rosenman, 2005]) or the duration of the service encounter. Implicit in this definition of intensity is the assumption that the service consumer recognizes and values when a service provider increases it. Intensity strongly influences how usable, enjoyable, and responsive the service appears to the service consumer. Intensity is not the only factor that influences service quality, so it is a somewhat coarse measure of service designs. But it can usefully be employed to make relative assessments of the set of services offered by some service provider like a hotel: Budget hotels provide a lower level of service intensity than luxury ones because they offer fewer services, and each of the services is likely to be of lower intensity than the comparable service offered by luxury hotels. 1.3. Service Variability Most consumers of person-to-person services expect some flexibility or customization because limited choices can give a service a transactional and "take it or leave it" character that customers perceive as a low quality experience. Therefore, an important concept in service design is to "empower" the service provider/employee to adapt the service or provide additional services to solve problems or handle unexpected events, or just so that the customer can "have it his way" (Frei, 2006)]. This view treats variability in service delivery as inevitable and perhaps even desirable. 1.4. Service Encounters that Illustrate these Traditional Concepts We can illustrate these concepts with two versions of the "checking into a hotel" experience:
In an effort to stimulate greater emphasis on Transportation Systems Management & Operations (TSM... more In an effort to stimulate greater emphasis on Transportation Systems Management & Operations (TSM&O), the Federal Highway Administration (FHWA) is sponsoring projects in three metropolitan areas to demonstrate development and implementation of a regional concept of transportation operations (RCTO). The RCTO requires regional collaboration of multiple entities - local and state governments, departments of transportation, police and rescue squads, etc. n order to accomplish various objectives that are beneficial to regional transportation operators and transportation system users in the metropolitan areas. The University of Virginia, working as part of a team led by Science Applications International Corporation (SAIC), is supporting the FHWA by assisting in evaluating the success of these demonstration projects and providing assistance to the demonstration project participants as they seek to develop their RCTO through regional collaboration and coordination. More specifically, the t...
The services sector was initially defined as a tertiary and residual economic category after agri... more The services sector was initially defined as a tertiary and residual economic category after agriculture and manufacturing. As many disciplines struggled to define, model and design for services, it became clear that the foundational emphasis was on person-to-person interactions like those between customer and hairdresser, mechanic or accountant. But in recent years, the category of services has grown to encompass selfservice technologies and web-based services, mandating a broader analysis of this field. Rather than add new categories to the classification of services, we must rethink the basic concepts and introduce new ones that more richly capture the complexity of services design and delivery, regardless of the actors, be it people, information or technology. Every "moment of truth" between service provider and consumer is a result of a value chain of services, divided between the front-and back-stages, where information plays a crucial role from start to finish. Understanding the service system in which this value chain exists, the actors, and how information flows through its structure is the new foundation for effectively applying a service design methodology. This paper proposes a holistic approach to services design intended for the renovation of existing, information-intensive services. The methodology considers the often competing interests of the front-stage, consumer experience of services, with the back-stage, processes and information technology driven services that are invisible to the service consumer. Contents
Service management and design has thus far primarily focused on the interactions between employee... more Service management and design has thus far primarily focused on the interactions between employees and customers. This perspective holds that the quality of the "service experience" is determined by the customer during this final "service encounter" that takes place in the "front stage." This emphasis discounts the contribution of the activities in the "back stage" of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a "service system." We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that synthesizes (front-stage-oriented) user-centered design techniques with (back-stage) methods for designing information-intensive applications.
Regional transportation operations collaboration and coordination demonstration initiative
2005 IEEE Design Symposium, Systems and Information Engineering, 2005
In an effort to stimulate greater emphasis on Transportation Systems Management &... more In an effort to stimulate greater emphasis on Transportation Systems Management & Operations (TSM&O), the Federal Highway Administration (FHWA) is sponsoring projects in three metropolitan areas to demonstrate development and implementation of a regional concept of transportation operations (RCTO). The RCTO requires regional collaboration of multiple entities - local and state governments, departments of transportation, police and rescue squads, etc.
Tabas. A responsive and persuasive audio device to stimulate exercise and fitness in children
Copyright is held by the author/owner(s).
Inf Syst E-Bus Manage DOI 10.1007/s10257-008-0106-0 ORIGINAL ARTICLE Designing service systems by bridging the ‘‘front stage’’ and ‘‘back stage’’
Service management and design has largely focused on the interactions between employees and custo... more Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the ‘‘service experience’ ’ is primarily determined during this final ‘‘service encounter’’ that takes place in the ‘‘front stage.’ ’ This emphasis discounts the contribution of the activities in the ‘‘back stage’ ’ of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a ‘‘service system.’ ’ We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that sy...
A responsive and persuasive audio device to stimulate exercise and fitness in children
Designing to stimulate health and fitness in children proposes particular challenges because chil... more Designing to stimulate health and fitness in children proposes particular challenges because children lack direct control over their environment. Additionally, children respond more to activities emphasizing recreation over education. This paper details the design and development process for children, highlighting design choices with research from industry, parents and children. The end product is a responsive and persuasive audio player that controls and varies music tempo based on measured activity level. This device makes use of music's natural ability to fuel activity, and it gives children a way to directly control some portion of their environment. Additionally, it delivers increased exercise under the disguise of fun and recreation. This paper contributes to the HCI design process for children by showing how to develop persuasive technologies to implicitly succeed a specific goal without explicitly addressing an existing problem.
The services sector was initially defined as a tertiary and residual economic category after agri... more The services sector was initially defined as a tertiary and residual economic category after agriculture and manufacturing. As many disciplines struggled to define, model and design for services, it became clear that the foundational emphasis was on person-to-person interactions like those between customer and hairdresser, mechanic or accountant. But in recent years, the category of services has grown to encompass selfservice technologies and web-based services, mandating a broader analysis of this field. Rather than add new categories to the classification of services, we must rethink the basic concepts and introduce new ones that more richly capture the complexity of services design and delivery, regardless of the actors, be it people, information or technology. Every "moment of truth" between service provider and consumer is a result of a value chain of services, divided between the front- and back-stages, where information plays a crucial role from start to finish. Und...
All of the concepts I've just mentioned need to be substantially rethought The "moment of truth" ... more All of the concepts I've just mentioned need to be substantially rethought The "moment of truth" reveals service quality, but rarely determines it Front stage / back stage is not an architectural distinction It is just a point of view and bounded scope in a service system And it embodies some design biases that cause problems in service system design
School of Information, Mar 2, 2007
The services sector was initially defined as a tertiary and residual economic category after agri... more The services sector was initially defined as a tertiary and residual economic category after agriculture and manufacturing. As many disciplines struggled to define, model and design for services, it became clear that the foundational emphasis was on person-to-person interactions like those between customer and hairdresser, mechanic or accountant. But in recent years, the category of services has grown to encompass selfservice technologies and web-based services, mandating a broader analysis of this field. Rather than add new categories to the classification of services, we must rethink the basic concepts and introduce new ones that more richly capture the complexity of services design and delivery, regardless of the actors, be it people, information or technology. Every "moment of truth" between service provider and consumer is a result of a value chain of services, divided between the front-and back-stages, where information plays a crucial role from start to finish. Understanding the service system in which this value chain exists, the actors, and how information flows through its structure is the new foundation for effectively applying a service design methodology. This paper proposes a holistic approach to services design intended for the renovation of existing, information-intensive services. The methodology considers the often competing interests of the front-stage, consumer experience of services, with the back-stage, processes and information technology driven services that are invisible to the service consumer. Contents
Information Systems and e-Business Management, 2009
Service management and design has largely focused on the interactions between employees and custo... more Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the "service experience" is primarily determined during this final "service encounter" that takes place in the "front stage." This emphasis discounts the contribution of the activities in the "back stage" of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a "service system." We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that synthesizes (front-stage-oriented) user-centered design techniques with (back-stage) methods for designing information-intensive applications. 1.2. Service Intensity A subjective perspective on service quality implies that many of the key design decisions relate to the intensity of the service, which is conventionally defined in terms of the number of actions initiated by the service provider ("the bundle of services" [Friesner and Rosenman, 2005]) or the duration of the service encounter. Implicit in this definition of intensity is the assumption that the service consumer recognizes and values when a service provider increases it. Intensity strongly influences how usable, enjoyable, and responsive the service appears to the service consumer. Intensity is not the only factor that influences service quality, so it is a somewhat coarse measure of service designs. But it can usefully be employed to make relative assessments of the set of services offered by some service provider like a hotel: Budget hotels provide a lower level of service intensity than luxury ones because they offer fewer services, and each of the services is likely to be of lower intensity than the comparable service offered by luxury hotels. 1.3. Service Variability Most consumers of person-to-person services expect some flexibility or customization because limited choices can give a service a transactional and "take it or leave it" character that customers perceive as a low quality experience. Therefore, an important concept in service design is to "empower" the service provider/employee to adapt the service or provide additional services to solve problems or handle unexpected events, or just so that the customer can "have it his way" (Frei, 2006)]. This view treats variability in service delivery as inevitable and perhaps even desirable. 1.4. Service Encounters that Illustrate these Traditional Concepts We can illustrate these concepts with two versions of the "checking into a hotel" experience:
In an effort to stimulate greater emphasis on Transportation Systems Management & Operations (TSM... more In an effort to stimulate greater emphasis on Transportation Systems Management & Operations (TSM&O), the Federal Highway Administration (FHWA) is sponsoring projects in three metropolitan areas to demonstrate development and implementation of a regional concept of transportation operations (RCTO). The RCTO requires regional collaboration of multiple entities - local and state governments, departments of transportation, police and rescue squads, etc. n order to accomplish various objectives that are beneficial to regional transportation operators and transportation system users in the metropolitan areas. The University of Virginia, working as part of a team led by Science Applications International Corporation (SAIC), is supporting the FHWA by assisting in evaluating the success of these demonstration projects and providing assistance to the demonstration project participants as they seek to develop their RCTO through regional collaboration and coordination. More specifically, the t...