The transformative potential of service design rests on its ability to enable people intentionally shape institutionalized social structures. To avoid simply reproducing structures unconsciously, need reflexivity—an awareness existing Scholars suggest that the use methods can enhance people’s reflexivity. However, theoretical underpinning this effect remains unclear, which in turn limits realiz...

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities foc...