Characterization of ICT Services in a beyond 2020 Perspective

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In this paper we present a preliminary model for the characterization of ICT services in a beyond 2020 perspective based on the particular properties ICT has as design material. The paper aims at unifying traditions from service research and service encounter research with the research traditions from Human Computer Interaction (HCI), interaction design, and user experience research. We suggest that the ICT in ICT-based service encounter no longer should be seen as neutral or transparent tool, as in existing literature, but as an independent element that essentially transform the service encounter. This is important for the design of future automated and intelligent ICT- based services.
Original languageEnglish
Publication dateJan 2015
Number of pages9
Publication statusPublished - Jan 2015
Event48th Annual Hawaii International Conference on System Sciences - Kauai, Hawaii, United States
Duration: 5 Jan 20158 Jan 2015


Conference48th Annual Hawaii International Conference on System Sciences
CountryUnited States
CityKauai, Hawaii

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