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 language | English |
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Article number | 4 |
Journal | International Journal of e-Services and Mobile Applications |
Volume | 8 |
Issue number | 4 |
Number of pages | 17 |
ISSN | 1941-627X |
DOIs | |
Publication status | Published - 23 Aug 2016 |
Keywords
- ICT-based
- service encounter
- embodiment
- tax
- User Interface