Service Interaction Flow Analysis Technique for Service Personalization

Olli Korhonen, Marianne Kinnula, Anna-Liisa Syrjanen, Minna Isomursu, Kari Kuutti

Research output: Conference Article in Proceeding or Book/Report chapterArticle in proceedingsResearchpeer-review


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.
Original languageEnglish
Title of host publicationNordic Contributions in IS Research. SCIS 2017. Lecture Notes in Business Information Processing, vol 294.
Number of pages15
Publication date8 Jun 2017
ISBN (Print)978-3-319-64694-7
ISBN (Electronic)978-3-319-64695-4
Publication statusPublished - 8 Jun 2017
EventScandinavian Conference on Information Systems -
Duration: 6 Aug 201712 Aug 2017


ConferenceScandinavian Conference on Information Systems
SeriesLecture Notes in Business Information Processing


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