Beyond the Embodied Digital Service Encounter: The Co-Creation of a Web Service Recovery

Research output: Contribution to book/anthology/report/conference proceedingBook chapterResearchpeer-review

Abstract

When a digital service encounter develops differently than anticipated, the client becomes a user. This transformation reveals the ambiguous nature of digital service encounter being neither well-functioning tools, nor having the same sensitivity to and tolerance for service failures as in human service encounters. Through the case-study of a service failure and subsequent co-creation of the service recovery, this chapter introduces and unfolds the concept of 'cognitively dominated service encounters'. This category is suggested to supplement and criticise Paul Dourish's (2001) concept of Embodied Interaction. With a micro analysis of the interaction in this service journey, we identify the need for a category of knowledge intensive service encounters that acknowledge both the complexity of the service provided, but also the constraints and possibilities in the digital design material.
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When a digital service encounter develops differently than anticipated, the client becomes a user. This transformation reveals the ambiguous nature of digital service encounter being neither well-functioning tools, nor having the same sensitivity to and tolerance for service failures as in human service encounters. Through the case-study of a service failure and subsequent co-creation of the service recovery, this chapter introduces and unfolds the concept of 'cognitively dominated service encounters'. This category is suggested to supplement and criticise Paul Dourish's (2001) concept of Embodied Interaction. With a micro analysis of the interaction in this service journey, we identify the need for a category of knowledge intensive service encounters that acknowledge both the complexity of the service provided, but also the constraints and possibilities in the digital design material.
Original languageEnglish
Title of host publicationOptimizing Current Practices in E-Services and Mobile Applications
EditorsMehdi Khosrow-Pour
Number of pages18
PublisherIGI global
Publication date3 Jan 2018
Pages1-18
Chapter1
ISBN (Print)9781522550266
ISBN (Electronic)9781522550273
DOI
Publication statusPublished - 3 Jan 2018
Publication categoryResearch
Peer-reviewedYes

Bibliographical note

This book chapter extends a previous publication with new research: Sørensen, J. K. (2016). ICT-based or ICT-centric? Embodiment and Cognition in a Service Recovery of a Web Service Encounter. International Journal of E-Services and Mobile Applications, 8(4), 48–64. https://doi.org/10.4018/IJESMA.2016100104

    Research areas

  • Interaction Design, Customer Journey, Service Recovery, ICT-Based Service Encounters, ICT-Centric Service Encounters, Self-Service Technologies, Digital Service Encounters, Service Design
ID: 260321915