A Service Science Perspective on Human-Computer Interface Issues of Online Service Applications

Claudio Pinhanez
Additional contact information
Claudio Pinhanez: IBM T.J. Watson Research Center, USA

International Journal of Information Systems in the Service Sector (IJISSS), 2009, vol. 1, issue 2, 17-35

Abstract: This paper proposes a framework for online service applications based on Service Science which identifies and enables a better understanding of the different issues faced by online service designers, engineers, and delivery personnel. The application of the Service Science framework is made possible by carefully distinguishing online service applications not only from traditional personal software applications but also from online information applications, such as the ones used by news and entertainment websites, through a process of specializing Pinhanez’s definition of customer-intensive systems (Pinhanez, 2008) to online applications. To demonstrate the utility of the framework, we consider the six basic characteristics of services, as traditionally defined in Service Science — customer-as-input, heterogeneity, simultaneity, perishability, coproduction, and intangibility — and derive from these characteristics a list of 15 different issues that are highly important for the design and evaluation of the human-computer interface of online services.

Date: 2009
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 018/jisss.2009040102 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jisss0:v:1:y:2009:i:2:p:17-35

Access Statistics for this article

International Journal of Information Systems in the Service Sector (IJISSS) is currently edited by John Wang

More articles in International Journal of Information Systems in the Service Sector (IJISSS) from IGI Global
Bibliographic data for series maintained by Journal Editor ().