Abstract
Through a logbook-based self-observation of an ICT-based service journey, the failure and the co-created recovery of the ICT-based service encounter is analysed. The analysis shows the limitations of both traditional affordances-based analyses of user interaction, as well as Dourish’s (2001) ‘embodied interaction’ framework. Two new categories of service encounters are subsequently suggested: 1) ‘cognitively dominated service encounters’ that characterizes types of service encounters where the customer’s reasoning plays a central part in the service encounter, and 2) ‘ICT-centric’ service encounters that are determined by the inner structure of the ICT ‘material’ to the extent that the customer must adapt to logic of the ICT-system.
Originalsprog | Engelsk |
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Artikelnummer | 4 |
Tidsskrift | International Journal of e-Services and Mobile Applications |
Vol/bind | 8 |
Udgave nummer | 4 |
Antal sider | 17 |
ISSN | 1941-627X |
DOI | |
Status | Udgivet - 23 aug. 2016 |
Emneord
- self-service technology
- HCI
- Embodied interaction
- affordances
- think-aloud
- self-observing
- service journey
- web services
- tax
- Web service