TY - GEN
T1 - Service Interaction Flow Analysis Technique for Service Personalization
AU - Korhonen, Olli
AU - Kinnula, Marianne
AU - Syrjanen, Anna-Liisa
AU - Isomursu, Minna
AU - Kuutti, Kari
PY - 2017/6/8
Y1 - 2017/6/8
N2 - 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.
AB - 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.
U2 - 10.1007/978-3-319-64695-4_7
DO - 10.1007/978-3-319-64695-4_7
M3 - Article in proceedings
SN - 978-3-319-64694-7
T3 - Lecture Notes in Business Information Processing
SP - 83
EP - 97
BT - Nordic Contributions in IS Research. SCIS 2017. Lecture Notes in Business Information Processing, vol 294.
PB - Springer
T2 - Scandinavian Conference on Information Systems
Y2 - 6 August 2017 through 12 August 2017
ER -