The Boundaries of Service Automation:Four Types of Service Encounters

摘要

In this paper, we present a model for the characterization of ICT services, based on the particular properties ICT has as design material. The paper aims at unifying traditions from service research and service encounter research with the research traditions from Human Computer Interaction (HCI), interaction design, and user experience research. We argue that the ICT in ICT-based service encounter no longer should be seen as neutral or transparent tool, but as an element that transform the service encounter. Based on a classification of four types of service encounters, we identify the limitations to service automation. The present paper is a revised version of the unpublished HICCS 2015 workshop paper “Characterization of ICT Services in a beyond 2020 Perspective” by the same authors.