Title

Services science from an IS perspective: a work practice approach for analysing service encounters

Document Type

Conference Paper

Publication Details

Clarke, R. J. & Nilsson, A. (2007). Services science from an IS perspective: a work practice approach for analysing service encounters. In R. C. Ford, D. R. Dickson, B. Edvardsson, S. W. Brown & R. Johnston (Eds.), QUIS 10: The 10th International Research Symposium on Service Excellence in Management (pp. 54-62). Orlando, Florida: The Rosen College of Hospitality Management, University of Central Florida USA.

Abstract

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.

RIS ID

22609

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