ethnomethodology for service design experiments: involving students in knowledge creation

8/3/2019 Ethnomethodology for Service Design Experiments: Involving Students in Knowledge Creation

1/14

Kpmjaokpma`acaey ga| Vk|wifk @kviej K}rk|iokjpv4

Ijwacwije Vp{`kjpv ij Njauck`ek F|khpiaj

Ly

Koohj{kc G|hejik|k -[jiwk|vipy ag Lhpm hj` MKE) hj` Oh|vmhcc Vippkj -[jiwk|vipy ag Ekjkwh

hj` MKE)

R|kvkjpije h{pma| Oh|vmhcc Vippkj

[jiwk|vipy ag Ekjkwh

Hwkj{k @kwij/`{/Wicchek 5#

FM/8


2/14

Fajpk}p

[jpic |kfkjpcy# oavp vk|wifk kjpk|r|ivkv mhwk korcayk` ij`{vp|ihc oa`kcv ga| `kviejije vk|wifk

k}rk|ikjfkv# uipm hj kormhviv aj favp fajp|ac# |hri` phvn k}kf{piaj# hj` vphj`h|ìthpiaj* Pmiv oa`kc#

umifm |kcikv ckvv aj pmk fa/f|khpiaj ag vk|wifk whc{k ly njauckèkhlck# korhpmkpif vk|wifk r|awi`k|v

pmhj ip àkv aj h Phyca|kvx{k viorcigifhpiaj hj` kggifikjfy oa`k# iv ja cajek| |kckwhjp* Ij pa`hyv

e|auije vk|wifk kfajaoy# ip iv kvvkjpihc ga| vk|wifk r|awi`k|v pa {j`k|vphj` pmk iora|phjp |ackv pmhp

f|khpiwipy# korhpmy# hj` iorcifip njauckèk rchy ij vk|wifk fa/r|a`{fpiaj ij a|`k| pa okkp pmk `kohj`

ga| miemcy f{vpaoitk`# k}rk|pivk/`krkj`kjp vk|wifk k}rk|ikjfkv*

H vk|wifk hfx{i|kv whc{k ajfk pmk fcikjp rk|fkiwkv pmk lkjkgipv ag ip* Pa`hy oavp ag pmkvk vhcikjp

hpp|il{pkv h|k rk|fkiwk` `{|ije pmk vk|wifk k}rk|ikjfk ipvkcg# umkj pmk r|afkvv ag vk|wifk fa/f|khpiaj

aff{|v lkpukkj pmk fcikjp hj` pmk vk|wifk r|awi`k|* Hv h |kv{cp# umkj `kviejije h vk|wifk k}rk|ikjfk#

pmk g{cc vfark ag f{cp{|hc# ark|hpiajhc# hj` k}rk|ikjpihc fajpk}pv g|ao pmk rk|vrkfpiwkv ag lapm pmk

vk|wifk r|awi`k| hj` pmk fcikjp h|k jkk`k`*

Uk mhwk kwkcark` h okpmaàcaey ga| `kviejije vk|wifk k}rk|ikjfkv pmhp hàrpv pmk gaccauije r|afkvv4

8* Kpmjaokpmaàcaey pm|a{em iook|viaj hj` vkoi/ì|kfpk` ijpk|wikuv pa i`kjpigy pmk vhcikjp hpp|il{pkv

ag h eiwkj vk|wifk k}rk|ikjfk*

pmky ua{c` vkko


3/14

pa lk pmk oavp caeifhc raijp ag ijvk|piaj* Ohjhek|v hj` apmk| miem/ckwkc k}kf{piwk ravipiajv h|k jap hv

ì|kfpcy hffa{jphlck pa pmk fcikjp vphnkmac`k| e|a{rv# hj` va h|k jap hv |kckwhjp*

Ij pmiv rhrk|# uk k}rchij pmk japiaj pmhp ga| v{fm h fmhcckjeije# o{cpi/ghfkpk`# o{cpi/vphnkmac`k|

kjwi|ajokjpv hv h r|iwhpk hj` r{lcif vkfpa| vk|wifkv# hj kpmjaokpmaàcaeifhc vp{`y ag pmk ua|nrchfk

kjwi|ajokjp hjhcytije pmk phnkj ga| e|hjpk` hvrkfpv ag `hicy# |a{pijk vk|wifk ijpk|hfpiajv -hcva

|kgk||k` pa ly pmk Vuivv hv cmhlip{`k) fhj r|a`{fk h {vkg{c okpma` ga| hvvkvvokjp# okhv{|kokjp#

hj` ior|awkokjp ag pmk r|afkvv ag vk|wifk fa/f|khpiaj* Pa icc{vp|hpk a{| hrr|ahfm# uk r|kvkjp pua

vk|wifk vfkjh|ia |ack/rchyv pmhp uk|k `kviejk` ly a{| Vk|wifk Chl hj` uk|k gicok` ly Vuivv jhpiajhc

pkckwiviaj4 ,Pmk Vmh|kmac`k|v% Okkpije#, hj` Iv Pmk|k h Lhjnk| ij pmk Lhjn1, Pmk gi|vp vfkjh|ia uhv h

vmh|kmac`k| okkpije ga| h gifpiajhc faorhjy umifm uhv ghfije mh|vm f|ipifivo g|ao vmh|kmac`k|v#

hff{vije pmk Lah|` ag @i|kfpa|v ag gijhjfihc oivfaj`{fp* Pmk gifpiajhc Lah|` ag @i|kfpa|v uhv faor|ivkàg vkwk|hc k}rk|pv uipm |kckwhjp k}rk|ikjfk uma uk|k hlck pa fajp|il{pk pa pmk `kwkcarokjp ag pmk |ack

rchy vf|irp hv ukcc hv hfp ij pmk |ack rchy ipvkcg* Pmk h{ìkjfk uhv ijgicp|hpk` ly vkwk|hc hfpa|v# p|hijk`

hj` ck` ly h r|agkvviajhc Vuivv ì|kfpa|# uma r|awi`k` pmk rk|vrkfpiwkv ag vkwk|hc ìggk|kjp pyrkv ag

ìve|{jpck` vmh|kmac`k|v hp nky raijpv pm|a{ema{p pmk |ack rchy*

Pmk vkfaj` vfkjh|ia# Iv Pmk|k h Lhjnk| ij pmk Lhjn1# icc{vp|hpk` pmk lkmhwia| ag h e|a{r ag lhjn

k}kf{piwkv {raj ckh|jije pmhp pmki| fcikjpv uk|k lkije aggk|k` h ph} hojkvpy ij pmki| maok fa{jp|y* Pmk

vfkjh|ia# umifm uhv hehij ijga|ok` ly hj ijpkjvk kpmjaokpmaàcaeifhc vp{`y ijwacwije lhjn k}kf{piwkv#

icc{vp|hpk` pmk ijpk|jhc vk|wifk r|alckov pmhp h|ivk umkj ijfkjpiwk vp|{fp{|kv h|k jap fmhjek` pa h`hrp

pa jku kjwi|ajokjphc fajìpiajv*

Pmiv r|afkvv# g{|pmk| icc{vp|hpk` ij h oa|k pma|a{em k}rchjhpiaj ag pmk k}horckv okjpiajk` hlawk#

r|awi`kv lapm h okpmaàcaeifhc lhviv ga| pmk `kviej hj` ior|awkokjp ag vk|wifkv hv ukcc hv hj

arra|p{jipy ga| vp{`kjpv pa daij ij pmk r|afkvv ag njauckèk f|khpiaj* Vijfk pmkvk k}horckv h|k arkj/

kj`k` vfkjh|iav hj` jap fcavk` fhvk vp{ìkv# vp{`kjpv h|k hlck pa phnk rh|p ij pmk r|afkvv ag vk|wifk

`kviej# facchla|hpije aj pmk kpmjaokpmaàcaeifhc hjhcyviv# vf|irp `kwkcarokjp# hj` |ack/rchy ag pmk

vk|wifk vfkjh|ia ipvkcg*

Pmiv rhrk| iv a|ehjitk` hv gaccauv* Ij pmk Cipk|hp{|k \kwiku vkfpiaj# uk l|ikgcy r|kvkjp vaok kckokjpv ag

Vk|wifk Vfikjfk pa {j`k|vphj` pmk rkf{cih|ipikv ag vk|wifk r|a`{fpiaj* Ij pmk Okpmaàcaey vkfpiaj# uk


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vmau mau uk h|k korcayije kpmjaokpmaàcaey pa `kviej vk|wifkv* Ij pmk Fhvk Vp{`y vkfpiaj uk

r|kvkjp pua ohda| `kviejv pmhp uk |khcitk` uipm a{| l{vijkvv vp{`kjpv# hj` pmhp mhwk lkkj gicok` ly

pmk Vuivv pkckwiviaj jkpua|n PV\* Ij pmk Fajfc{viaj vkfpiaj# uk k}rchij ajfk oa|k a{| okpmaàcaey hj`

r|awi`k i|kfpiajv ga| g{|pmk| |kvkh|fm# ijfc{ìje ravvilck hrrcifhpiajv pa pmk r{lcif vkfpa|*

Cipk|hp{|k \kwiku

Vk|wifk Vfikjfk iv h jku hfh`koif kok|eije gikc` pmhp hppkorpv pa lkppk| h``|kvv pmk rkf{cih|ipikv ag

vk|wifk r|a`{fpiaj* Uk r|kvkjp ij pmiv vkfpiaj vaok ohda| gijìjev pmhp uicc mkcr pmk |kh`k| pa

{j`k|vphj` pmk iora|phjp |ack pmhp kpmjaokpmaàcaey fhj rchy ij Vk|wifk Vfikjfk -G|heji|k#


5/14

kggifikjfy hj` kggkfpiwkjkvv# hj` r|ajk pa k}fkvviwk wh|ihjfk ij x{hcipy hj` `kciwk|y* Ij h oawk pauh|`v

pmk A|ehjithpiaj hv Ohfmijk okphrma| ij Eh|kpm Oa|ehjv Iohekv ag A|ehjithpiaj# kjpk|r|ivkv

ijf|khvk` pmki| {vk ag pkfmjacaey kipmk| mh|` pkfmjacaey ij pmk ga|o ag wkjìje ohfmijkv# vkcg/

vk|wifk fmkfna{p fa{jpk|v# a| `|iwk/pm|{ uijàuv# a| vagp pkfmjacaey ij pmk ga|o ag rhfnhek` vk|wifkv

hj` ij`{vp|ihcitk` vk|wifk r|afkvvije hv h uhy pa `kciwk| vk|wifkv ij h vrkk`y hj` miemcy vphj`h|ìtk`

ohjjk|*

Pmk Of@ajhc`v ghvp/gaa` |kvph{|hjp fmhij kripaoitkv pmiv japiaj ij ipv hrrcifhpiaj ag pmk Phyca|

vfikjpigif ohjhekokjp oa`kc# umifm kormhvitkv vphj`h|ìthpiaj ag r|afkvvkv hj` pmk vp|ifp h`mk|kjfk

pa lkvp r|hfpifkv -Fmhvk hj` Hrpk#


6/14

Maukwk|# `kvripk h oa|k k`{fhpk` hj` ìvfk|jije fajv{ok| uma# uipm pmk mkcr ag Ijpk|jkp vkh|fm

kjeijkv# vafihc okìh# hj` fajv{ok| hfpiwivo lcaev -v{fm hv uuu*fajv{ok|ivp*fao) h|k o{fm oa|k

huh|k ag pmk faorkpipiwk r|a`{fp hj` vk|wifk chj`vfhrk# gi|ov hj` a|ehjithpiajv mhwk vpicc |kcik`

r|ioh|icy aj h Phyca| oa`kc ag favp |k`{fpiaj hj` ark|hpiajv/`|iwkj ohjhekokjp -E|j|aav# 8996)*

E|j|aav vphpkv pmhp gi|ov uma rchfk h r|ioh|y iora|phjfk aj ark|hpije kggifikjfy f|khpk h vkp ag

ijfkjpiwkv pmhp kwkjp{hccy `hohek awk|hcc f{vpaok| vhpivghfpiaj*

Ij ua|nije pauh|`v h japiaj ag vk|wifk ohjhekokjp umifm phnkv h macivpif wiku ag pmk fcikjpv awk|hcc

vhpivghfpiaj uipm pmk `kciwk|y ag h vk|wifk# hj` vkknv pa h`d{vp hcc a|ehjithpiajhc g{jfpiajv pa pmk r{|v{ip

ag pmiv eahc# E|j|aav icc{oijhpkv pmk jkk` ga| vk|wifk vfikjfk hv h uhy pa g{ccy {j`k|vphj` pmk jhp{|k

hj` whc{k ag fa/r|a`{fpiaj* Ij pa`hyv e|auije vk|wifk kfajaoy# ip iv kvvkjpihc ga| vk|wifk r|awi`k|v ij

lapm pmk r|iwhpk hj` r{lcif vkfpa|v pa {j`k|vphj` pmk iora|phjp |ackv pmhp f|khpiwipy# korhpmy# hj`

iorcifip njauckèk rchy ij vk|wifk fa/r|a`{fpiaj ij a|`k| pa okkp pmk `kohj` ga| miemcy f{vpaoitk`#

k}rk|pivk/`krkj`kjp vk|wifk k}rk|ikjfkv -Vram|k|#


7/14

Umkj `kviejije h vk|wifk k}rk|ikjfk# pmk g{cc vfark ag f{cp{|hc# ark|hpiajhc# hj` k}rk|ikjpihc fajpk}pv

g|ao pmk rk|vrkfpiwkv ag lapm pmk vk|wifk r|awi`k| hj` pmk fcikjp h|k |kx{i|k`* H g{cc {j`k|vphj`ije ag

pmkvk fajfkrpv iv iora|phjp jap ajcy ga| pmk `kviej ag pmk vk|wifk k}rk|ikjfk ipvkcg# l{p ga| pmk f|khpiaj

ag nky rk|ga|ohjfk ij`ifhpa|v -NRIv) hj` apmk| gkk`lhfn okfmhjivov umifm hccau ga| pmk fajpij{hc

kwhc{hpiaj ag pmk v{ffkvv ag pmk vk|wifk lkije r|awi`k` -Makgk|#


8/14

f{cp{|k ag umifm pmk vphnkmac`k| e|a{rv h|k huh|k4 Ga| k}horck# huh|kjkvv ag faorhjy racify# gkkcijev

hla{p f{vpaok|v hj` fa/ua|nk|v# ckh|jk` lkmhwia|v hj` fh|kk| rhpmv# hj` p|ifnv ag pmk p|h`k*

Pmk ijpk|wikuv o{vp lk faj`{fpk` ij vip{ ij a|`k| pa r|ark|cy fhrp{|k pmk vhcikjp kckokjpv hv pmky aff{|

ij pmki| jhp{|hc v{||a{jìjev# pa fhrp{|k pmk mhlip{`k ag pmk vk|wifk kjwi|ajokjp*

v{|wky |kvkh|fm fhj lk rk|ga|ok`

`{|ije hj` hgpk| khfm |ack rchy# ig apmk| jaj/facchla|hpije alvk|wk|v h|k hvnk` pa rh|pifirhpk hj`

fajga{jìje wh|ihlckv h|k oijioitk` hv o{fm hv ravvilck -uk hfnjauckèk pmhp vaok hvrkfpv ag pmk

|ack/rchy# v{fm hv kjwi|ajokjp# pioije# aggifk |khcivo a| apmk| ghfpa|v# oiemp jap lk hlck pa lk

faorh|k` pa h g{ccy |khcivpif vfkjh|ia)*

0* @kwkcarokjp ag ,ark|hpije oa`kv, hj` ijpke|hpiaj uipm |khc r|a`{fpiaj ag pmk vk|wifk k}rk|ikjfkv

lhvk` aj pmk |ack rchyv hj` |kmkh|vhcv ijwacwije pmk vrajva|

Pmiv hrr|ahfm mhv lkkj korcayk` `{|ije pmk chvp 6 ykh|v ij pmk Vk|wifk Chl* Pmk ohij aldkfpiwk ag pmk

Chl iv pa p|hij vp{`kjpv ij pmk r|hfpifk ag vk|wifk vfikjfk# hj` pa k}hoijk pmk vk|wifk `kviej


9/14

okpmaàcaey ij h wh|ikpy ag fajpk}pv* Ip mhv hcva kjhlck` vp{`kjpv pa lkfaok `kviejk|v ga| vk|wifk

faorhjikv*

Fhvk Vp{ìkv

Pua vk|wifk vfkjh|iav umifm mhwk lkkj v{ffkvvg{ccy k}kf{pk` ly pmk MKE Vk|wifk Chl {vije pmiv okpma`

uk|k `kviejk` ly pmk vp{`kjpv hj` facchla|hpa|v ag pmk Vk|wifk Chl hj` uk|k gicok` ly Vuivv jhpiajhc

pkckwiviaj4 ,Pmk Vmh|kmac`k|v% Okkpije#, -Fhpkjhtta hj` G|hejik|k# |hpmk|# ip uhv pa ijwacwk pmk h{ìkjfk ij hj k}rca|hpiaj ag pmk vmh|kmac`k|v


10/14

okkpije hv h ga|o ag vk|wifk kjwi|ajokjp# hj` pa vmau mau rauk|g{ccy jaj/vf|irpk` a{pfaokv hj`

l|khnpm|a{emv fhj kok|ek g|ao pmk koapiajhc hj` ijpkcckfp{hc |khfpiajv pa vf|irpk` |ack rchyv*

Pmk vkfaj` vfkjh|ia# Iv Pmk|k h Lhjnk| ij pmk Lhjn1icc{vp|hpk` pmk lkmhwia| ag h e|a{r ag lhjn

k}kf{piwkv {raj ckh|jije pmhp pmki| fcikjpv uk|k lkije aggk|k` h ph} hojkvpy ij pmki| maok fa{jp|y* Pmkvfkjh|ia# umifm uhv hehij ijga|ok` ly hj ijpkjvk kpmjaokpmaàcaeifhc vp{`y ijwacwije lhjn k}kf{piwkv#

icc{vp|hpk` pmk ijpk|jhc vk|wifk r|alckov pmhp h|ivk umkj ijfkjpiwk vp|{fp{|kv h|k jap fmhjek` pa h`hrp

pa jku kjwi|ajokjphc fajìpiajv ij pmk gijhjfihc oh|nkpv hj` fa|ra|hpk f{cp{|k*

H e|a{r ag lhjnk|v rchyk` ij pmiv fhvk ly vp{`kjpv hj` vp{`kjp hfpa|v h|k ehpmk|k` ij hj kok|ekjfy

okkpije pa ivf{vv pmk r|alcko ag h ph} hojkvpy ij Iphcy umifm ohy hggkfp pmki| fcikjpv ra|pgacia whc{kv*

Khfm ag pmk vp{`kjpv iv pa phnk aj pmk |ack ag h ìggk|kjp lhjnk| umavk fcikjpv h|k ghfije ìggk|kjp

fi|f{ovphjfkv hv h |kv{cp ag pmiv jku ckehc vip{hpiaj*

Pm|a{ema{p pmk |ack rchy# pmk h{ìkjfk uipjkvvkv h wh|ikpy ag ìggk|kjp |khfpiajv pa pmk jkuv* Vaok ag

pmk ukhcpm ohjhekokjp hekjpv fajvi`k| mkcrije pmki| fcikjpv faorcy uipm pmk chu* Apmk|v ukiem pmk

favp hj` |ivn ag oivijga|oije pmki| fcikjpv pa ohnk v{|k pmhp pmky à jap cavk pmki| laj{vkv* Hj` vpicc ykp

apmk|v fajvi`k| pkora|h|icy uipmmacìje ijga|ohpiaj# hp ckhvp {jpic ip lkfaokv ioravvilck pa à

apmk|uivk*

Pmk r{|ravk ag pmiv |ack rchy uhv jap pa rhijp lhjnk|v hv kwic# ja| hv fhcca{v ark|hpa|v ijìggk|kjp pa

ckehc hj` kpmifhc fajvp|hijpv> |hpmk|# ip uhv pa vmau# pm|a{em pmki| ìhcae{k hj` ijpk|hfpiaj# pmhp h nky

rh|p ag a|ehjithpiajhc f{cp{|k mh` jap vmigpk` pa okkp pmk jku fajv{ok| chj`vfhrk* Pmk korcayk|# pmk

lhjn ipvkcg# mh` jap h`hrpk` ipv laj{v vp|{fp{|k a| apmk| okfmhjivov pa ohnk v{|k pmhp pmki| korcaykkv

uk|k ijfkjpiwitk` pa lkmhwk ij pmk ijpk|kvp ag pmki| fcikjpv* Ijvpkh`# pmk ac` ijfkjpiwkv |kohijk` ij

rchfk# e{h|hjpkkije pmhp kwkj pma{em pmk|k uhv h jku |ke{chpa|y a| kfajaoif |khcipy ga| pmk lhjnv

fcikjpkck# pmk lhjnv auj ua|nga|fk uk|k vpicc rchyije hffa|ìje pa ac` |{ckv pm{v |ivnije pmk gijhjfihc

mkhcpm ag pmk lhjn hj` ag pmk lhjnv fcikjpv*

Ij khfm fhvk# pmk |ack/rchyv uk|k `kwkcark` {vije h faolijhpiaj ag vkoi/ì|kfpk` ijpk|wikuv uipm pmk

|kckwhjp vphgg okolk|v hj` fajv{ok|/vi`k vphnkmac`k|v> lkmhwia|hc alvk|whpiaj hj` kjwi|ajokjphc

vp{`y ag pmk cafhpiajv umk|k pmk vk|wifk iv `kciwk|k`> hj` fajv{cphpiaj uipm v{ldkfp/ohppk| k}rk|pv*


11/14

Fajfc{viaj

Pmk hio ag pmiv ua|n iv pa pkvp pmk kggkfpiwkjkvv ag pmiv jku hrrcifhpiaj ag kpmjaokpmaàcaey pa pmk

`kviej ag vk|wifkv umifm okkp pm|kk x{hcigyije fajìpiajv4

Ly faj`{fpije vkoi/ì|kfpk` vk|wifk ijpk|wikuv uipm vk|wifk r|awi`k|v hj` vk|wifk fajv{ok|v -aj lapm

kj`v ag pmk vhok fa/r|a`{fpiaj vfkjh|ia)# l{icìje vf|irpv lhvk` aj pmk |kv{cpv ag pmkvk ijpk|wikuv#

hj` ly |kr|a`{fije hj` |kkjhfpije pmkvk vf|irpv uipm pmk hfpiwk rh|pifirhpiaj ag pmk vrajva|# uk mark pa

`koajvp|hpk pmk gaccauije4

/ Pmhp vp|ajek| vk|wifk `kwkcarokjp ij pmk r{lcif hj` r|iwhpk vkfpa|v fhj lk hfmikwk` ly |khfmije

h `kkr {j`k|vphjìje ag pmk vhcikjp hpp|il{pkv hj` |kckwhjp ark|hpije oa`kv hfmikwk` pm|a{em

ij/`krpm kpmjaokpma acaeifhc vp{`y -hv arravk` pa r{|k Phyca|/kvx{k hrrcifhpiaj ag favp hj`

kggifikjfy fajp|acv)#

/ Pmhp kpmjaokpmaàcaey ij vk|wifk `kwkcarokjp ijga|ov pmk vk|wifk `kwkcarokjp r|afkvv ij h

uhy pmhp ckh`v pa h oa|k vhpivgyije vk|wifk k}rk|ikjfk ga| pmk fajv{ok| hj` pmk r|awi`k| ij

lapm r|iwhpk vkfpa| hj` r{lcif vkfpa| fajpk}pv# hj`

/ Pmhp hj kpmjaokpmaàcaeifhc hrr|ahfm pa vk|wifk kwkcarokjp ckh`v pa pmk i`kjpigifhpiaj ag

vp|aje NRIv ga| kwhc{hpije hj` |kkwhc{hpije pmk kggkfpiwkjkvv ag h vk|wifk r|afkvv aj hj fajpij{hc

lhviv -|hpmk| pmhj ly {vije mh|` ph|ekpv# v{fm hv j{olk| ag vk|wifk fhccv r|afkvvk` rk| `hy#

a| oij{pkv rk| vk|wifk ijpk|hfpiaj)

A{| ua|n va gh| mhv gaf{vk` aj pmk `kwkcarokjp ag r|iwhpk vkfpa| vk|wifkv v{fm hv p|hwkc hekjfikv# hi|

p|hwkc# hj` ukhcpm ohjhekokjp# ij`{vp|ikv umifm mhwk h fckh| fmhij ag vk|wifk x{hcipy hj` `kciwk|y

ijfkjpiwk lkpukkj pmk vk|wifk r|awi`k| hj` vk|wifk fajv{ok|* Uk ijpkj` pa `kwkcar pmiv hrr|ahfm pa

ijfc{`k oa|k vafihc hj` r{lcif vk|wifkv# h |khco ij umifm uk lkcikwk pmk|k iv lapm h vp|aje `kohj` hj`

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ga|o h vk|wifk* Pmiv iv d{vp ajk k}horck ag pmk pyrkv ag vfkjh|iav uk mark pa lk hlck pa h`hrp a{| oa`kc

pa hjvuk| ij g{p{|k vp{`y*
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Ohecia# R* R*# ' Vram|k|# D* -

ethnomethodology for service design experiments: involving students in knowledge creation

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