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- W2109574217 abstract "This paper focuses on the 'design' of emotional wellbeing in a cancer care service system. There is little or no scholarly understanding of the concept of emotion in service systems discourse. Yet, emotion is often referred to in service systems research; scholars have pointed out the need to create long-term emotional bonds with customers, for example. However, little or no attempt has been made to define or understand in detail the complex concept of emotion. To address this deficiency, we draw on psychology and social theory to construct a theoretical framework of emotion and put it to work in an empirical case study of a Maggie's Centre in London." @default.
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- W2109574217 date "2011-01-01" @default.
- W2109574217 modified "2023-09-26" @default.
- W2109574217 title "Empathic Service Systems: 'Designing' Emotion in a Cancer Care Service System" @default.
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- W2109574217 doi "https://doi.org/10.1109/hicss.2011.185" @default.
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