Communities and Collections

Plenary: The eService Paradigm

  • Author(s) / Creator(s)
  • We propose a framework for eService that highlights the challenges of combining human and automated inputs. Because service processes involve co-generating value with consumers, our model intermeshes what the consumer does with what the business does. We accordingly link the stages of the service cycle with four levels of management activity. Needed management activity includes (a) planning strategy, (b) designing the process, (c) managing human resources, technology, and customer perceptions, and (d) measuring service and business performance in each stage of the service cycle. We provide recommendations for each of these levels of management activity, including (i) selecting the value offer, (ii) planning the process to integrate software, information systems, and human resources, (iii) management policy to assist in managing the service system on a day-to-day basis, and (iv) measurement and information systems that inform the management process. The proposed framework for eService is necessarily interdisciplinary, involving marketing (strategic positioning), finance (investment decisions), operations (service process planning and management), computing science (software and hardware planning), communications (customer relationship management), human resource management (personnel selection and training), management information systems (performance measurement), and consumer behavioral science (managing consumer expectations).

  • Date created
  • Subjects / Keywords
  • Type of Item
    Conference/Workshop Presentation
  • DOI
  • License
    Attribution-NonCommercial 3.0 International