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The concept of e-service from a social interaction perspective
Dalarna University, School of Technology and Business Studies, Information Systems.
Dalarna University, School of Technology and Business Studies, Information Systems.
2005 (English)In: Proceedings of the Action in Language, Organisations and Information Systems, Limerick, Ireland, 2005, 65-80 p.Conference paper, (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Limerick, Ireland, 2005. 65-80 p.
Identifiers
URN: urn:nbn:se:du-1502OAI: oai:dalea.du.se:1502DiVA: diva2:521521
Available from: 2005-11-08 Created: 2005-11-08 Last updated: 2012-04-24Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf