ICT-based or ICT-centric?: Embodiment and Cognition in a Service Recovery of a Web Service Encounter

Jannick Kirk Sørensen
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Jannick Kirk Sørensen: Center for Communication, Media and Information Technologies (CMI) Aalborg University Copenhagen, Denmark

International Journal of E-Services and Mobile Applications (IJESMA), 2016, vol. 8, issue 4, 48-64

Abstract: Through a logbook-based self-observation of an ICT-based service journey, the failure and the co-created recovery of the ICT-based service encounter is analysed. The analysis shows the limitations of both traditional affordances-based analyses of user interaction, as well as Dourish's (2001) ‘embodied interaction' framework. Two new categories of service encounters are subsequently suggested: 1) ‘cognitively dominated service encounters' that characterizes types of service encounters where the customer's reasoning plays a central part in the service encounter, and 2) ‘ICT-centric' service encounters that are determined by the inner structure of the ICT ‘material' to the extent that the customer must adapt to logic of the ICT-system.

Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jesma0:v:8:y:2016:i:4:p:48-64

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