STACEY, P.K. and TETHER, B., 2014. Designing emotion-centred Product Service Systems: the case of a cancer care facility. Lancaster University Management School, Working Paper 2014:6
Product Service Systems (PSS) designers are increasingly signalling the importance of emotion.
However, emotion is yet to be theoretically and empirically studied in PSS design. This paper offers
a conceptual model as well as an in-depth field study of the design of an emotion-centred PSS. The
paper draws on and extends appraisal theory, uses it as a lens by which to analyse ‘emotional chain
reactions’ in the data, and produces implications for PSS design theory and practice.