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Services Sciences from an IS Perspective: A Work Practice Approach to Analysing Service Encounters
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Information Systems and Project Management.
2007 (English)In: / [ed] Ford, R.C., Dickson, D.R., Edvardsson, B., Brown, S.W. and Johnston, R., Orlando, Florida, USA: The Rosen College of Hospitality Management, University of Central Florida , 2007Conference paper, Published paper (Refereed)
Abstract [en]

In this paper, we describe a workpractice approach developed within the Information Systems discipline that unusually is based on a theory of communication. We demonstrate how this approach can be used to address two fundamental questions of significance to SSME. First, how do participants actually conduct business processes or services - how do they jointly coordinate and negotiate their activities in order to achieve them? Second, what is the relationship between participants enacting business processes and services and the organisation in which they occur? We exemplify this workpractice approach by analysing a service encounter

Place, publisher, year, edition, pages
Orlando, Florida, USA: The Rosen College of Hospitality Management, University of Central Florida , 2007.
Keywords [en]
business processes, business services, computers, communication theory, Information Systems discipline, relationship subject, service encounter, services sciences, users, workpractice approach, work tasks
National Category
Information Systems
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-23422ISBN: 9781846638893 (print)OAI: oai:DiVA.org:kau-23422DiVA, id: diva2:597180
Conference
Managing Magical Service, Proceedings of the 10th International Symposium on Quality in Services - QUIS 10, 14-17 June, 2007, Orlando, Florida, USA, pp. 54-62
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2018-01-11

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Clarke, RodneyNilsson, Anders G.

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CiteExportLink to record
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  • apa
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  • ieee
  • modern-language-association-8th-edition
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  • de-DE
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  • nn-NO
  • nn-NB
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  • Other locale
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Output format
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  • asciidoc
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