University of Oulu

Korhonen O., Syrjänen AL., Kinnula M., Isomursu M., Kuutti K. (2017) Service Interaction Flow Analysis Technique for Service Personalization. In: Stigberg S., Karlsen J., Holone H., Linnes C. (eds) Nordic Contributions in IS Research. SCIS 2017. Lecture Notes in Business Information Processing, vol 294. Springer, Cham

Service interaction flow analysis technique for service personalization

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Author: Korhonen, Olli1; Syrjänen, Anna-Liisa1; Kinnula, Marianne1;
Organizations: 1University of Oulu, Oulu, Finland
2IT University of Copenhagen, Copenhagen, Denmark
Format: article
Version: accepted version
Access: open
Online Access: PDF Full Text (PDF, 0.6 MB)
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Language: English
Published: Springer Nature, 2017
Publish Date: 2018-02-09


Service interaction flows are difficult to capture, analyze, outline, and represent for research and design purposes. We examine how variation of personalized service flows in technology-mediated service interaction can be modeled and analyzed to provide information on how service personalization could support interaction. We have analyzed service interaction cases in a context of technology-mediated car rental service. With the analysis technique we propose, inspired by Interaction Analysis method, we were able to capture and model the situational service interaction. Our contribution regarding technology-mediated service interaction design is twofold: First, with the increased understanding on the role of personalization in managing variation in technology-mediated service interaction, our study contributes to designing service management information systems and human-computer interfaces that support personalized service interaction flows. Second, we provide a new analysis technique for situated interaction analysis, particularly when the aim is to understand personalization in service interaction flows.

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Series: Lecture notes in business information processing
ISSN: 1865-1348
ISSN-E: 1865-1356
ISSN-L: 1865-1348
ISBN: 978-3-319-64695-4
ISBN Print: 978-3-319-64694-7
Volume: 294
Pages: 83 - 97
DOI: 10.1007/978-3-319-64695-4_7
Host publication: SCIS 2017 : Nordic Contributions in IS Research
Conference: Scandinavian Conference on Information Systems
Type of Publication: A4 Article in conference proceedings
Field of Science: 113 Computer and information sciences
Copyright information: © Springer International Publishing AG 2017. This is a post-peer-review, pre-copyedit version of an article published in Lecture Notes in Business Information Processing. The final authenticated version is available online at: