Human-Centric Service Co-innovation in Public Services from a Practice-Based Perspective: A Case of Elderly Care

Abstract

Sixteen papers examine the impacts of digitalization from the viewpoints of services, work, and everyday human life, focusing on the development of new types of services that digitalization enables but which are often overlooked due to a focus on new technologies and devices. Papers discuss the development of the service economy from the 1950s to the present; human-centric service innovations in public services; systems thinking and how to link technological and human resources together; a human-centered co-evaluation method for service innovations in the context of digital services; the multidimensional nature of digitalized daily life; the applicability of a service ecosystem perspective in human-centered service contexts; the views of professionals on patients' value cocreation activities in Lithuanian public health care; how technological breakdowns may promote learning and technological literacy; information and communications technology and robotics in Japanese and Finnish elderly care service systems; care robots and their acceptability in elderly care; experimental development as a model of innovation and its challenges in a middle-sized Finnish city; digitalized health care from the perspective of nursing in large hospitals; the issue of human dignity in the digital era; the sustainability of the elderly care system; how backstage service employees may rise from invisibility to active agency when they are at risk of losing their jobs during the digitalization of services; and how maintaining human-centric artificial intelligence is necessary for society to have long-term stability. Toivonen is at the University of Helsinki. Saari is with the Finnish Institute of Occupational Health. No index.