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“Wonderful to be backhome. I just wish thatthere would be somefood in the fridge.”Paavo the traveller – 65 years oldUnable to shop while returning from a twoweeks holiday after the opening hours

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Service Design - a conceptualization of an emerging practice

Page 1 and 2: FINNISH TEAM Sari Anttonen, Suvi Ki
Page 3: “I tasted a deliciouscheese at th
Page 7 and 8: “Indeed, it was solovely to chat
Page 9 and 10: What is the motivation?...because y
Page 11 and 12: How does it work?A key element of t
Page 13 and 14: Paavo is shopping before his holida
Page 16 and 17: While Paavo is on the flight back t
Page 18 and 19: Hannah
Page 20 and 21: She texts her regular “Hands on d
Page 22 and 23: At the till Tim moves Hannah’s go
Page 24 and 25: Tim returns the empty bag to the sh
Page 26 and 27: Stakeholders’ benefitsEmployee -
Page 28 and 29: Stakeholders’ benefitsService pro

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