Year: 2003
Type: conference-paper
Abstract: This paper presents a definition and a structural model of computer based information services (CBIS). The definition of CBIS is based on the "Nordic school" of service research and on Information Systems Theory.One major characteristic of a CBIS is that the interaction in the service encounter between the customer and the service provider is performed through a computer based information system (IS).This implies that the interaction is based on automatic or interactive use situations from the view of the customer and/or the service provider.This also means that a CBIS is less situated (to place and time) compared to services which are not based on IS.In service theory it is claimed that services cannot be stored because of their situated interaction character.However, in the context of CBIS communication actions and information can be stored in databases, and as programmed instructions based on an action logic, which can be used for interaction whenever the customer need the service.In the paper, CBIS are also described in a structural model composed of the service concept, service resources and service processes.The services processes describe, on a type level, how the service concept should be delivered and produced, and the service resources show the resources needed to do that.In this context infrastructure is a core concept because CBIS implies a strong dependency of an infrastructure in order to be developed and delivered.
Authors: Göran Hultgren, Owen Eriksson
Institution: Dalarna University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2120190320