A gap analysis of enterprise Gamification applications with social servicenics theory: challenges and implications

Abstract

Gamification is an emerging trend in service engineering with a perspective on engagement management. Gamification applications include marketing, enterprise management, education, and health-care. Gamification facilitates user behavior design and social experience design. However, there are many obstacles to successful gamification in an enterprise context. The author discusses the challenges and design patterns that deal with these obstacles. The author discusses a mismatch analysis using gaps identified between enterprise gamification design and the general service engineering guidelines. Then, the author discusses the implications for design patterns that deal with the identified gaps.