Abstract
In this paper we apply Dourish’ (2001) conceptual framework of embodied interaction on a ICT-centric service encounter, namely the use of the online self-service system for reporting of tax and tax reduction claims offered by the Danish tax authority. An expected short and straight-forward service encounter developed in this case into to a two weeks long service journey involving several human and computer actors as the reason for the service failure (represented by a blank pop-up window instead of the expected online form) could not be found. The case, which is seen as paradigmatic is used to test the potential of using Dourish’ frame for a better understanding of the co-production of a service recovery. Bringing together service research, HCI and design research, this paper is an attempt to discuss whether the embodied interaction framework is productive for the analysis of the interaction and the service recovery process, thereby informing the innovation and design of ICT-centric service encounters.
| Original language | English |
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| Title of host publication | Proceedings of The 25th Annual RESER Conference : ”Innovative Services in the 21st Century” |
| Editors | Jon Sundbo, Lars Fuglsang, Flemming Sørensen, Nanna Balsby |
| Number of pages | 26 |
| Publisher | RESER, Roskilde University |
| Publication date | 11 Sept 2015 |
| Pages | 1-26 |
| ISBN (Print) | 978-87-734 -921-4 |
| Publication status | Published - 11 Sept 2015 |
| Event | RESER 2015 European Association for Research on Services: Innovative Services in the 21st Century - København, København, Denmark Duration: 10 Sept 2015 → 12 Sept 2015 Conference number: 25 |
Conference
| Conference | RESER 2015 European Association for Research on Services |
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| Number | 25 |
| Location | København |
| Country/Territory | Denmark |
| City | København |
| Period | 10/09/2015 → 12/09/2015 |