Designing for Services
Designing for services course addresses application of design competence and engagement in the emerging topics of service design.
Martina Čaić is an Assistant Professor in Strategic Service Design and the leader of the ENCORE (Engaging Co-Design) research group. She holds a PhD from Maastricht University in the Netherlands, where she was a Marie Curie Fellow funded by the Service Design for Innovation Network (SDIN). Martina’s research interests are at the intersection of service management, service design, and emerging technologies (e.g., AI, social robots, chatbots). She studies interactions between AI-powered agents and humans in diverse public and private service settings (e.g., healthcare, education, financial, and industrial services) with a focus on value co-creation, well-being, ethical implications, and organizational transformation.
Courses
Latest publications
Am I Even Needed? Navigating Through Role Changes in the Age of Artificially Intelligent Agents
Martina Caic, Robert Ciuchita, Katja Einola, Violetta Khoreva
2024
Help Me Help You: The Dilemma of Collaboration Between Expert Employees and Chatbots
Martina Caic, Robert Ciuchita, Giuseppe Chiorazzo
2024
Humane Autonomous Technology Re-thinking Experience with and in Intelligent Systems
Collective imaginaries for the futures of care work
Yiying Wu, Jung-Joo Lee, Ajit Pillai, Janghee Cho, Thida Sacathep, Naseem Ahmadpour, Virpi Roto, Jiashuo Liu, Mouna Sawan, Song Dongjin, Martina Caic, Lucas Cheng, Sarah Kettley, Renxuan Liu, Luis Soares, Kazjon Grace, Thomas Astell-Burt
2024
CSCW '24 Companion: Companion Publication of the 2023 Conference on Computer Supported Cooperative Work and Social Computing
A transdisciplinary review and framework of consumer interactions with embodied social robots: Design, delegate, deploy
Marah Blaurock, Martina Caic, Mehmet Okan, Alexander P. Henkel
2022
International Journal of Consumer Studies
Robotic role theory: an integrative review of human–robot service interaction to advance role theory in the age of social robots
Marah Blaurock, Martina Caic, Mehmet Okan, Alexander P. Henkel
2022
JOURNAL OF SERVICE MANAGEMENT
Design of Robotic Care: Ethical Implications of a Multi-Actor Perspective
Martina Caic, Stefan Holmlid, Dominik Mahr, Gaby Odekerken-Schröder
2022
Service Design Practices for Healthcare Innovation
YouTube It Before You Buy It: The Role of Parasocial Interaction in Consumer-to-Consumer Video Reviews
Valeria Penttinen, Robert Ciuchita, Martina Caic
2022
Journal of Interactive Marketing
Scaling up Diversity and Inclusion: From Classroom to Municipality
Annukka Svanda, Martina Caic, Tuuli Mattelmäki
2021
Proceedings of Nordes 2021
Robotic Versus Human Coaches for Active Aging: An Automated Social Presence Perspective
Martina Caic, Joao Avelino, Dominik Mahr, Gaby Odekerken-Schröder, Alexandre Bernardino
2020
International Journal of Social Robotics
Robotic transformative service research
Alexander P. Henkel, Martina Caic, Marah Blaurock, Mehmet Okan
2020
JOURNAL OF SERVICE MANAGEMENT
An Interdisciplinary View of Marketing Ethics
Dominik Mahr, Martina Caic, Gaby Odekerken-Schröder
2020
The SAGE Handbook of Marketing Ethics
Leveraging service design for healthcare transformation
Lia Patrıcio, Daniela Sangiorgi, Dominik Mahr, Martina Caic, Saleh Kalantari, Sue Sundar
2020
JOURNAL OF SERVICE MANAGEMENT
Beneficiaries' View of Actor Networks: Service Resonance for Pluralistic Actor Networks
Martina Caic, Stefan Holmlid, Dominik Mahr, Gaby Odekerken-Schröder
2019
International Journal of Design
Value of social robots in services: social cognition perspective
Martina Caic, Dominik Mahr, Gaby Odekerken-Schröder
2019
Journal of Services Marketing
Service robots: value co-creation and co-destruction in elderly care networks
Martina Caic, Gaby Odekerken-Schröder, Dominik Mahr
2018
JOURNAL OF SERVICE MANAGEMENT
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