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ICT-based or ICT-centric?: Embodiment and Cognition in a Service Recovery of a Web Service Encounter

ICT-based or ICT-centric?: Embodiment and Cognition in a Service Recovery of a Web Service Encounter

Jannick Kirk Sørensen
Copyright: © 2016 |Volume: 8 |Issue: 4 |Pages: 17
ISSN: 1941-627X|EISSN: 1941-6288|EISBN13: 9781466690356|DOI: 10.4018/IJESMA.2016100104
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MLA

Sørensen, Jannick Kirk. "ICT-based or ICT-centric?: Embodiment and Cognition in a Service Recovery of a Web Service Encounter." IJESMA vol.8, no.4 2016: pp.48-64. http://doi.org/10.4018/IJESMA.2016100104

APA

Sørensen, J. K. (2016). ICT-based or ICT-centric?: Embodiment and Cognition in a Service Recovery of a Web Service Encounter. International Journal of E-Services and Mobile Applications (IJESMA), 8(4), 48-64. http://doi.org/10.4018/IJESMA.2016100104

Chicago

Sørensen, Jannick Kirk. "ICT-based or ICT-centric?: Embodiment and Cognition in a Service Recovery of a Web Service Encounter," International Journal of E-Services and Mobile Applications (IJESMA) 8, no.4: 48-64. http://doi.org/10.4018/IJESMA.2016100104

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Abstract

Through a logbook-based self-observation of an ICT-based service journey, the failure and the co-created recovery of the ICT-based service encounter is analysed. The analysis shows the limitations of both traditional affordances-based analyses of user interaction, as well as Dourish's (2001) ‘embodied interaction' framework. Two new categories of service encounters are subsequently suggested: 1) ‘cognitively dominated service encounters' that characterizes types of service encounters where the customer's reasoning plays a central part in the service encounter, and 2) ‘ICT-centric' service encounters that are determined by the inner structure of the ICT ‘material' to the extent that the customer must adapt to logic of the ICT-system.

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