The concept of e-service from a social interaction perspective

Document identifier: oai:dalea.du.se:1502
Publication year: 2005
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Abstract:

Today’s e-services are complex phenomenon consisting of several different e-services linked together. The e-services are provided by IT systems and presented to customers through user interfaces. Within web design research criteria are laid out for the design of good user interfaces, but one problem is that these analyses are performed without a service focus. This lack of service focus can result in the designed user interfaces providing indistinct service concepts, especially where several e-services are intertwined with each other. In order to design IT system interfaces, we have to be clear about which e-services are provided by the IT system and how these e-services are related to each other. This paper presents a framework for the analysis of user interfaces in terms of focused e-service, service environment and two types of intertwined e-services; related e-services and interrelating e-services. The analyses are exemplified by an Internet based e-marketplace. The paper discusses how the framework can be combined with ordinary web design criteria and how it can be used for e-service development.

Authors

Göran Hultgren

Högskolan Dalarna; Informatik
Other publications >>

Owen Eriksson

Högskolan Dalarna; Informatik
Other publications >>

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        identifier: oai:dalea.du.se:1502
        datestamp: 2021-04-15T12:08:36Z
        setSpec: SwePub-du
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                version: 3.7
            recordInfo: 
                recordContentSource: du
                recordCreationDate: 2005-11-08
            identifier: http://urn.kb.se/resolve?urn=urn:nbn:se:du-1502
            titleInfo: 
                @attributes: 
                    lang: eng
                title: The concept of e-service from a social interaction perspective
            abstract: 
Today’s e-services are complex phenomenon consisting of several different e-services linked together. The e-services are provided by IT systems and presented to customers through user interfaces. Within web design research criteria are laid out for the design of good user interfaces but one problem is that these analyses are performed without a service focus. This lack of service focus can result in the designed user interfaces providing indistinct service concepts especially where several e-services are intertwined with each other.\n\nIn order to design IT system interfaces we have to be clear about which e-services are provided by the IT system and how these e-services are related to each other. This paper presents a framework for the analysis of user interfaces in terms of focused e-service service environment and two types of intertwined e-services; related e-services and interrelating e-services. The analyses are exemplified by an Internet based e-marketplace. The paper discusses how the framework can be combined with ordinary web design criteria and how it can be used for e-service development.

            language: 
                languageTerm: eng
            genre: 
                conference/other
                ref
            note: 
                Published
                2
            name: 
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                        type: personal
                    namePart: 
                        Hultgren
                        Göran
                    role: 
                        roleTerm: aut
                    affiliation: 
                        Högskolan Dalarna
                        Informatik
                    @attributes: 
                        type: personal
                        authority: du
                    namePart: 
                        Eriksson
                        Owen
                    role: 
                        roleTerm: aut
                    affiliation: 
                        Högskolan Dalarna
                        Informatik
                    nameIdentifier: oer
            originInfo: 
                dateIssued: 2005
                place: 
                    placeTerm: Limerick Ireland
            relatedItem: 
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                    type: host
                titleInfo: 
                    title: Proceedings of the Action in Language Organisations and Information Systems
                part: 
                    extent: 
                        start: 65
                        end: 80
            location: 
                url: http://du.diva-portal.org/smash/get/diva2:521521/FULLTEXT01.pdf
            accessCondition: gratis
            physicalDescription: 
                form: electronic
            typeOfResource: text