From telesales to tele-advisory services in travel agencies

Schmidt-Rauch, Susanne; Schaer, Raphael; Schwabe, Gerhard

doi:10.5167/uzh-40354

Devising a Method for Developing Knowledge-Intense, Person-Oriented Services--Results from Early Evaluation

Menschner

¹

,

Leimeister

²

2012

2012 45th Hawaii International Conference on System Sciences

3

0

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In this paper, we present a method for engineering person-oriented services (EPOS) and discuss its suitability to the systematic development of ITsupported knowledge-intense person-oriented services (KIPOS). We provide (1) a criteria-based evaluation and (2) insights from an ongoing action research project. KIPOS, predominately existent in sectors as health care or education, are of high economic relevance regarding market size and growth, yet are laggards in realization of IT-potentials. Leveraging ITpotentials as automation, standardization, or intelligent customer integration could be used to increase quality and reduce cost. This is hard to achieve, as value-creating activities within KIPOS are bound to persons or personal knowledge, making their design complicated. We apply a criteria-based evaluation for the method developed. The results show that EPOS meets the requirements for engineering KIPOS. Additionally, we provide insights from an action research project providing evidence that the method is also applicable for engineering KIPOS in real-world settings.

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A Self-Determination Perspective on IT-Based Citizen Advisory Support

Giesbrecht

¹

,

Pfister

²

,

Schwabe

³

2012

2012 45th Hawaii International Conference on System Sciences

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In public advisory services, the individual's satis-faction depends less on extrinsic factors (e.g., monetary rewards) than on their inner needs fulfillment. Cur-rently used IT-systems supporting citizen advisory serv-ices neglect these intrinsic needs of their users, hence insufficiently fostering their satisfaction. In this paper, we aim to close this gap by assessing the design requirements needed to develop value-added IT-systems for citizen advisory services. We thus refer to self-determination theory to analyze current literature perspectives on how to design adequate IT-systems fostering users' basic needs. We follow a design science approach and implement these requirements in a software prototype, and evaluate them qualitatively in a user study with real-world advisors and citizens. Our preliminary results show that this approach promises to reveal the design requirements that matter in citizen counseling, signifying an important step toward developing a conceptual IT systems design model. A Self-Determination Perspective on IT-based Citizen Advisory Support

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Devising a Method for Developing Knowledge-Intense, Person-Oriented Services - Results from Early Evaluation

Menschner

¹

,

Leimeister

²

2012

SSRN Journal

0

View full text Add to dashboard Cite

In this paper, we present a method for engineering person-oriented services (EPOS) and discuss its suitability to the systematic development of ITsupported knowledge-intense person-oriented services (KIPOS). We provide (1) a criteria-based evaluation and (2) insights from an ongoing action research project. KIPOS, predominately existent in sectors as health care or education, are of high economic relevance regarding market size and growth, yet are laggards in realization of IT-potentials. Leveraging ITpotentials as automation, standardization, or intelligent customer integration could be used to increase quality and reduce cost. This is hard to achieve, as value-creating activities within KIPOS are bound to persons or personal knowledge, making their design complicated. We apply a criteria-based evaluation for the method developed. The results show that EPOS meets the requirements for engineering KIPOS. Additionally, we provide insights from an action research project providing evidence that the method is also applicable for engineering KIPOS in real-world settings.

show abstract

From telesales to tele-advisory services in travel agencies

Cited by 3 publications

References 33 publications

Devising a Method for Developing Knowledge-Intense, Person-Oriented Services--Results from Early Evaluation

Devising a Method for Developing Knowledge-Intense, Person-Oriented Services--Results from Early Evaluation

A Self-Determination Perspective on IT-Based Citizen Advisory Support

Devising a Method for Developing Knowledge-Intense, Person-Oriented Services - Results from Early Evaluation

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