A service science perspective for interfaces of online service applications

ABSTRACT

This paper proposes a framework based on Service Science for online service applications that identifies and enables a better understanding of the different issues faced by their designers, engineers, and delivery personnel. To demonstrate the utility of the framework, we consider the 6 basic characteristics of services -- 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: trust, privacy, and security; personalization, service recovery and quality consistency; performance consistency and fairness; demand management and marketing; customer empowerment and training; service expectation, process satisfaction, and anger/frustration management.

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Index Terms

• Computer systems organization

  • Architectures

    • Distributed architectures

• Human-centered computing

  • Human computer interaction (HCI)

• Software and its engineering

  • Software organization and properties

    • Software system structures

      • Distributed systems organizing principles