Abstract
Service interaction flows are difficult to capture, analyze, outline, and represent for research and design purposes. We examine how variation of personalized service flows in technology-mediated service interaction can be modeled and analyzed to provide information on how service personalization could support interaction. We have analyzed service interaction cases in a context of technology-mediated car rental service. With the analysis technique we propose, inspired by Interaction Analysis method, we were able to capture and model the situational service interaction. Our contribution regarding technology-mediated service interaction design is twofold: First, with the increased understanding on the role of personalization in managing variation in technology-mediated service interaction, our study contributes to designing service management information systems and human-computer interfaces that support personalized service interaction flows. Second, we provide a new analysis technique for situated interaction analysis, particularly when the aim is to understand personalization in service interaction flows.
Similar content being viewed by others
References
Aguilar-Saven, R.S.: Business process modelling: review and framework. Int. J. Prod. Econ. 90(2), 129–149 (2004)
Barbosa, M.A., Barbosa, L.S.: A perspective on service orchestration. Sci. Comput. Program. 74(9), 671–687 (2009)
Benbasat, I.: HCI research: future challenges and directions. AIS Trans. Hum. Comput. Interact. 2(2), 16–21 (2010)
Bitner, M.J., Ostrom, A.L., Morgan, F.N.: Service blueprinting: a practical technique for service innovation. Calif. Manag. Rev. 50(3), 66–94 (2008)
Bødker, S., Christiansen, E.: Designing for ephemerality and prototypicality. In: Proceedings of the 5th Conference on Designing Interactive Systems: Processes, Practices, Methods, and Techniques, pp. 255–260 (2004)
Bosilj-Vuksic, V., Giaglis, G.M., Hlupic, V.: IDEF diagrams and petri nets for business process modeling: suitability, efficacy, and complementary use. In: Sharp, B., Filipe, J., Cordeiro, J. (eds.) Enterprise Information Systems II, pp. 143–148. Springer, Dordrecht (2001)
Büscher, M., Gill, S., Mogensen, P., Shapiro, D.: Landscapes of practice: bricolage as a method for situated design. Comput. Support. Coop. Work. 10(1), 1–28 (2001)
Campbell, C.S., Maglio, P.P., Davis, M.M.: From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer. Inf. Syst. E-bus. Manag. 9(2), 173–191 (2011)
Concilio, G., Deserti, A., Rizzo, F.: Exploring the interplay between urban governance and smart services codesign. Interact. Des. Archit. 20, 33–47 (2014)
De Blok, C., Meijboom, B., Luijkx, K., Schols, J.: The human dimension of modular care provision: opportunities for personalization and customization. Int. J. Prod. Econ. 142(1), 16–26 (2013)
Ekelin, A., Eriksén, S.: Citizen-driven design: leveraging participatory design of e-government 2.0 through local and global collaborations. In: Boughzala, I., Janssen, M., Assar, S. (eds.) Case Studies in e-Government 2.0, pp. 67–85. Springer, Cham (2015). doi:10.1007/978-3-319-08081-9_5
Finn, K.E., Sellen, A.J., Wilbur, S.B.: Video-mediated communication. Lawrence Erlbaum Associates, Hillsdale NJ (1997)
Gabbott, M., Tsarenko, Y., Mok, W.H.: Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure. J. Serv. Res. 14(2), 234–248 (2011)
Glushko, R.J.: Seven contexts for service system design. In: Maglio, P.P., Kieliszewski, C.A., Spohrer, J.C. (eds.) Handbook of Service Science, pp. 219–249. Springer, New York (2010)
Gwinner, K.P., Bitner, M.J., Brown, S.W., Kumar, A.: Service customization through employee adaptiveness. J. Serv. Res. 8(2), 131–148 (2005)
Ho, S.Y., Bodoff, D., Tam, K.Y.: Timing of adaptive web personalization and its effects on online consumer behavior. Inf. Syst. Res. 22(3), 660–679 (2011)
Holfelder, W., Hebmann, D.A.: Networked multimedia retrieval management system for distributed kiosk applications. In: ICMCS, pp. 343–351 (1994)
Iivari, N., Kinnula, M., Kuure, L.: With best intentions–a Foucauldian examination on children’s genuine participation in ICT design. Inf. Technol. People 28(2), 246–280 (2015)
Jordan, B., Henderson, A.: Interaction analysis: foundations and practice. J. Learn. Sci. 4(1), 39–103 (1995)
Kane, B., Luz, S.: Multidisciplinary medical team meetings: an analysis of collaborative working with special attention to timing and teleconferencing. Comput. Support. Coop. Work 15(5–6), 501–535 (2006)
Kellogg, D.L., Nie, W.: A framework for strategic service management. J. Oper. Manag. 13(4), 323–337 (1995)
Kiepuszewski, B., Hofstede, A.H.M., Bussler, Christoph J.: On structured workflow modelling. In: Wangler, B., Bergman, L. (eds.) CAiSE 2000. LNCS, vol. 1789, pp. 431–445. Springer, Heidelberg (2000). doi:10.1007/3-540-45140-4_29
Klein, H.K., Myers, M.D.: A set of principles for conducting and evaluating interpretive field studies in information systems. MIS Q. 23(1), 67–93 (1999)
Kuutti, K., Bannon, L.J.; The turn to practice in HCI: towards a research agenda. In: Proceedings of the 32nd Annual ACM Conference on Human Factors in Computing Systems, pp. 3543–3552 (2014)
Lee, M.K., Forlizzi, J.: Designing adaptive robotic services. In: Proceedings of IASDR’09 (2009)
Leinonen, E., Syrjänen, A., Isomursu, M.: Designing assistive and cooperative HCI for older adults’ movement. In: Proceedings of the 8th Nordic Conference on Human-Computer Interaction: Fun, Fast, Foundational, pp. 877–882 (2014)
Löwgren, J., Reimer, B.: The computer is a medium, not a tool: collaborative media challenging interaction design. Challenges 4(1), 86–102 (2013)
Milanovic, N., Malek, M.: Current solutions for web service composition. IEEE Internet Comput. 8(6), 51–59 (2004)
Miwa, H., Fukuhara, T., Nishimura, T.: Service process visualization in nursing-care service using state transition model. In: Advances in the Human Side of Service Engineering, p. 312 (2012)
Nardi, B.A., Engeström, Y.: A web on the wind: the structure of invisible work. Comput. Support. Coop. Work 8(1), 1–8 (1999)
Newman, M.W., Sedivy, J.Z., Neuwirth, C.M., Edwards, W.K., Hong, J.I., Izadi, S., Marcelo, K., Smith, T.F.: Designing for serendipity: supporting end-user configuration of ubiquitous computing environments. In: 4th ACM Conference on Designing Interactive Systems: Processes, Practices, Methods, and Techniques, pp. 147–156 (2002)
Nieminen, J., Mattelmäki, T.: Navigating in the World of Services-Visualizing a system of systems. Nordes, 4 (2011)
Orlikowski, W.J.: Knowing in practice: enacting a collective capability in distributed organizing. Organ. Sci. 13(3), 249–273 (2002)
Paradi, J., Ghazarian-Rock, A.: A framework to evaluate video banking kiosks. Omega 26(4), 523–539 (1998)
Patrício, L., Fisk, R.P., Constantine, L.: Multilevel service design: from customer value constellation to service experience blueprinting. J. Serv. Res. 14(2), 180–200 (2011)
Reinders, M.J., Dabholkar, P.A., Frambach, R.T.: Consequences of forcing consumers to use technology-based self-service. J. Serv. Res. 11(2), 107–123 (2008)
Scott, M., DeLone, W.H., Golden, W.: IT quality and egovernment net benefits: a citizen perspective. In: ECIS 2011 Proceedings (2011)
Simonsen, J., Svabo, C., Strandvad, S.M., Hansen, O.E., Samson, K., Hertzum, M.: Situated Design Methods. MIT Press, Cambridge (2014)
Sousa, R., Voss, C.A.: Service quality in multichannel services employing virtual channels. J. Serv. Res. 8(4), 356–371 (2006)
Star, S.L.: The structure of ill structured solutions: boundary objects and heterogeneous distributed problem solving. Distrib. Artif. Int. 2, 37–54 (1989)
Suchman, L.: Making work visible. Commun. ACM 38(9), 56–64 (1995)
Suchman, L.: Practice-based design of information systems: notes from the hyperdeveloped world. Inf. Soc. 18(2), 139–144 (2002)
Suchman, L.: Human-Machine Reconfigurations: Plans and Situated Actions. Cambridge University Press, Cambridge (2007)
Surprenant, C.F., Solomon, M.R.: Predictability and personalization in the service encounter. J. Mark. 51, 86–96 (1987)
Syrjänen, A., Kinnula, M., Kuutti, K., Sihvola, V.: A facilitated VMC-based remote service kiosk interface for information systems. In: Proceedings of IADIS Interfaces and Human Computer Interaction Conference, pp. 157–164 (2013)
Tax, S.S., McCutcheon, D., Wilkinson, I.F.: The service delivery network (SDN) a customer-centric perspective of the customer journey. J. Serv. Res. 16(4), 454–470 (2013)
Vargo, S.L., Lusch, R.F.: The four service marketing myths remnants of a goods-based, manufacturing model. J. Serv. Res. 6(4), 324–335 (2004)
Voss, C.A., Hsuan, J.: Service architecture and modularity. Decis. Sci. 40(3), 541–569 (2009)
Wreiner, T., Mårtensson, I., Arnell, O., Gonzalez, N., Holmlid, S., Segelström, F.: Exploring service blueprints for multiple actors: a case study of car parking services. In: 1st Nordic Conference on Service Design and Service Innovation. Oslo, Norway (2009)
Zomerdijk, L.G., Voss, C.A.: Service design for experience-centric services. J. Serv. Res. 13(1), 67–82 (2010)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2017 Springer International Publishing AG
About this paper
Cite this paper
Korhonen, O., Syrjänen, AL., Kinnula, M., Isomursu, M., Kuutti, K. (2017). Service Interaction Flow Analysis Technique for Service Personalization. In: Stigberg, S., Karlsen, J., Holone, H., Linnes, C. (eds) Nordic Contributions in IS Research. SCIS 2017. Lecture Notes in Business Information Processing, vol 294. Springer, Cham. https://doi.org/10.1007/978-3-319-64695-4_7
Download citation
DOI: https://doi.org/10.1007/978-3-319-64695-4_7
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-64694-7
Online ISBN: 978-3-319-64695-4
eBook Packages: Computer ScienceComputer Science (R0)