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Service Interaction Flow Analysis Technique for Service Personalization

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Nordic Contributions in IS Research (SCIS 2017)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 294))

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Abstract

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.

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Author information

Authors and Affiliations

  1. University of Oulu, Oulu, Finland

    Olli Korhonen, Anna-Liisa Syrjänen, Marianne Kinnula & Kari Kuutti

  2. IT University of Copenhagen, Copenhagen, Denmark

    Minna Isomursu

Authors
  1. Olli Korhonen
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  2. Anna-Liisa Syrjänen
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  3. Marianne Kinnula
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  4. Minna Isomursu
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  5. Kari Kuutti
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Correspondence to Olli Korhonen .

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Editors and Affiliations

  1. Østfold University College, Halden, Norway

    Susanne Stigberg

  2. Østfold University College, Halden, Norway

    Joackim Karlsen

  3. Østfold University College, Halden, Norway

    Harald Holone

  4. Østfold University College, Halden, Norway

    Cathrine Linnes

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Korhonen, O., Syrjänen, AL., Kinnula, M., Isomursu, M., Kuutti, K. (2017). Service Interaction Flow Analysis Technique for Service Personalization. In: Stigberg, S., Karlsen, J., Holone, H., Linnes, C. (eds) Nordic Contributions in IS Research. SCIS 2017. Lecture Notes in Business Information Processing, vol 294. Springer, Cham. https://doi.org/10.1007/978-3-319-64695-4_7

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  • DOI: https://doi.org/10.1007/978-3-319-64695-4_7

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