ICT-based or ICT-centric? Embodiment and Cognition in a Service Recovery of a Web Service Encounter

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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.
Original languageEnglish
Article number4
JournalInternational Journal of e-Services and Mobile Applications
Volume8
Issue number4
Number of pages17
ISSN1941-627X
DOIs
Publication statusPublished - 23 Aug 2016

Keywords

  • ICT-based
  • service encounter
  • embodiment
  • tax
  • User Interface

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