A Service Science Perspective on Human-Computer Interface Issues of Online Service Applications

Claudio Pinhanez

doi:10.4018/jisss.2009040102

Now Offering a 50% Discount When a Minimum of Five Titles in Related Subject Areas are Purchased TogetherAlso, receive free worldwide shipping on orders over US$ 395.(This offer will be automatically applied upon checkout and is applicable to print & digital publications)Browse Titles

Special Offers
- Receive a 50% Discount When a Minimum of Five Titles are Purchased Together
  This 50% discount is automatically applied upon checkout and is only applicable when five or more reference books and scholarly journals are ordered. Discount valid on purchases made directly through IGI Global’s Online Bookstore (www.igi-global.com) and cannot be combined with any other discount. It may not be used by distributors or book sellers and the offer does not apply to databases. Exclusions of select titles may apply.
  Browse Titles
- IGI Global Converts Over 30+ Journals to Full Gold Open Access (OA)
  With access to digital resources and OA content being critical during this time, IGI Global has converted 30 journals to full Gold OA. IGI Global OA provides a quality, expediate, high-quality OA publishing process, flexible funding options, and more, which allows researchers to benefit from freely and immediately sharing their peer-reviewed research with the world.
  Learn More
- Additional Source of OA Funding When Your Institution Invests in IGI Global’s e-Collections
  When an institution invests in IGI Global’s e-Book and/or e-Journal Collections, IGI Global will match the library’s investment with a fund of equal value to go toward subsidizing the OA article processing charges (APCs) for faculty at that institution when their work is submitted and accepted under OA (following peer review) into an IGI Global journal.
  Learn More
- Reduced Research Anthology Pricing
  Based on the increased interest in our Research Anthologies line from last year and understanding current budgetary limitations, IGI Global is reducing the price of our multi-volume Research Anthologies up to 50%. These publications are ideal for accommodating library budgets, as they contain hand-selected research content of the highest quality.
  Learn More
- Receive Complimentary Electronic Access to the First, Second, Third, and Fourth Edition of the
  Encyclopedia of Information Science and Technology with the Purchase of the Fifth Edition
  For a limited time, receive the complimentary e-books for the first, second, third, and fourth editions with the purchase of the Encyclopedia of Information Science and Technology, Fifth Edition e-book*. Offer is only valid when purchasing the fifth edition’s hardcover + e-book or e-book only option directly through IGI Global’s Online Bookstore (www.igi-global.com/books) and is not intended for use by book distributors or wholesalers. Contact Customer Service, cust@igi-global.com, for details. Offer expires July 1, 2021.
  Learn More
- Offering a 5% Pre-Publication Discount on
  All Reference Books Ordered Through IGI Global’s Online Bookstore*
  To support customers with accessing the latest research, IGI Global is offering a 5% pre-publication discount on all hardcover, softcover, e-books, and hardcover + e-books titles.
  *5% discount offer is eligible on hardcover, softcover, e-books, and hardcover + e-books titles and is automatically applied directly to the shopping cart. Discount offer only valid on purchases made directly through IGI Global’s Online Bookstore and offer expires 30 days after the publication’s release. This automatic discount is not intended for use by book distributors or wholesalers.
  Browse Titles
- Receive Free Shipping on Orders Over US$ 395.00
  Free shipping will be automatically applied to shopping cart orders over US$ 395.00 or more before tax, which can include a combination of print and non-shippable products (i.e. e-books, e-journals, and articles/chapters). It is only available when you order directly through IGI Global’s Online Bookstore and is only valid on standard U.S. and international shipping. There will be additional charges for express shipping and limitations may apply.
  Browse Titles
- Create a Free IGI Global Library Account to Receive an Additional 5% Discount on All Purchases
  Exclusive benefits include one-click shopping, flexible payment options, free COUNTER 5 reports and MARC records, and a 5% discount on single all titles, as well as the award-winning e-Book and e-Journal Collections.
  Sign Up Now!
Books
Journals
- - Journals
  - Open Access Journals
e-Collections
Articles/Chapters
Publish with Us
Resources
- - Instructors
  - Course Adoption
  - Teaching Cases
  - K-12 Online Learning Collection
  - Authors and Editors
  - eEditorial Discovery^® System
  - Peer Review Process
  - Ethics and Malpractice
  - COPE Membership
  - Fair Use Policy
  - Open Access Publishing
  - Editorial Services
  - FAQ
Catalogs
About Us
Newsroom

A Service Science Perspective on Human-Computer Interface Issues of Online Service Applications

Claudio Pinhanez (IBM T.J. Watson Research Center, USA)

Source Title: International Journal of Information Systems in the Service Sector (IJISSS) 1(2)

DOI: 10.4018/jisss.2009040102

OnDemand PDF Download:

Available

$37.50

Current Special Offers

No Current Special Offers

Abstract

This paper proposes a framework for online service applications based on Service Science which identifies and enables a better understanding of the different issues faced by online service designers, engineers, and delivery personnel. The application of the Service Science framework is made possible by carefully distinguishing online service applications not only from traditional personal software applications but also from online information applications, such as the ones used by news and entertainment websites, through a process of specializing Pinhanez’s definition of customer-intensive systems (Pinhanez, 2008) to online applications. To demonstrate the utility of the framework, we consider the six basic characteristics of services, as traditionally defined in Service Science — customer-as-input, heterogeneity, simultaneity, perishability, coproduction, and intangibility — and derive from these characteristics a list of 15 different issues that are highly important for the design and evaluation of the human-computer interface of online services.

Complete Article List

Search this Journal:

Reset

Open Access Articles: Forthcoming

Volume 14: 4 Issues (2022): Forthcoming, Available for Pre-Order

Volume 13: 4 Issues (2021): 3 Released, 1 Forthcoming

Volume 12: 4 Issues (2020)

Volume 11: 4 Issues (2019)

Volume 10: 4 Issues (2018)

Volume 9: 4 Issues (2017)

Volume 8: 4 Issues (2016)

Volume 7: 4 Issues (2015)

Volume 6: 4 Issues (2014)

Volume 5: 4 Issues (2013)

Volume 4: 4 Issues (2012)

Volume 3: 4 Issues (2011)

Volume 2: 4 Issues (2010)

Volume 1: 4 Issues (2009)

View Complete Journal Contents Listing

MLA

APA

Chicago

Export Reference

A Service Science Perspective on Human-Computer Interface Issues of Online Service Applications

Abstract

Complete Article List