Issues of Human Computer Interaction

The emphasis of human-computer interaction (HCI) design on the technology and computer action tends to obscure consideration of the contribution of the computer interface to the service interaction. This chapter suggests that since a majority of commercial information systems support or provide services, the nature and progression of the service encounter should be a key concern of human computer interface designers. The chapter proposes the concept of service-oriented HCI in which HCI design is derived from service design, dialog is driven by customer needs and perceptions, activities that have led up to the service encounter are considered, and the service interaction dialog is aligned with the computer TEAM LinG Live, Informative, Non-cost and Genuine! 2 McBride & Elbeltagi Copyright © 2004, Idea Group Inc. Copying or distributing in print or electronic forms without written permission of Idea Group Inc. is prohibited. dialog. As part of service-oriented HCI, the chapter illustrates the use of scripting to examine ex-post the role of a computer interaction in a service encounter. It demonstrates that the computer dialog can drive the service interaction in such a way that the quality of the interaction is reduced and customer satisfaction affected. It concludes that the role of the computer system in a service interaction is an area for further research. Furthermore, script analysis may enable the development of human-computer dialogs that meet some of the criteria of service-oriented HCI.

[1]  Elayne W. Coakes,et al.  Socio-Technical and Human Cognition Elements of Information Systems , 2002 .

[2]  Prashant Palvia,et al.  Information systems outsourcing in financial institutions , 1995 .

[3]  Margaret A. Hurley,et al.  KPMG survey: the IT outsourcing decision , 1997, Inf. Manag. Comput. Secur..

[4]  Mehdi Khosrowpour,et al.  Outsourcing: organizational benefits and potential problems , 1995 .

[5]  Rudy Hirschheim,et al.  Four paradigms of information systems development , 1989, CACM.

[6]  John Purcell,et al.  Outsourcing and the employee perspective , 1999 .

[7]  Kit Grindley,et al.  Managing IT at board level , 1995 .

[8]  N. Venkatraman,et al.  Determinants of Information Technology Outsourcing: A Cross-Sectional Analysis , 2011, J. Manag. Inf. Syst..

[9]  Ray Hackney,et al.  IT outsourcing: frameworks for conceptualizing practice and perception , 2000, Inf. Syst. J..

[10]  D. Elmuti,et al.  The effects of global outsourcing strategies on participants’ attitudes and organizational effectiveness , 2000 .

[11]  Christian Wagner.  End Users as Expert System Developers? , 2000, J. Organ. End User Comput..

[12]  Brian Lehaney,et al.  Total systems intervention and human inquiry: The search for a common ground , 1997 .

[13]  Grover N. Wray.  The role of human resources in successful outsourcing , 1996 .

[14]  Kerry McLellan.  Outsourcing Core Skills Into Non-equity Alliance Networks , 1993 .

[15]  Trevor Wood-Harper,et al.  A critical perspective on action research as a method for information systems research , 1996, J. Inf. Technol..

[16]  Raymond R. Panko,et al.  What we know about spreadsheet errors , 1998 .

[17]  Murray E. Jennex,et al.  STAKEHOLDER PROCESS APPROACH TOINFORMATION SYSTEMS EVALUATION , 2002 .

[18]  Raymond R. Panko.  End user computing: management applications and technology , 1988 .

[19]  Jo Ellen Moore,et al.  The Focus of Research in End User Computing: Where Have We Come Since the 1980s? , 2002, J. Organ. End User Comput..

[20]  A. Kakabadse,et al.  Critical review – Outsourcing: a paradigm shift , 2000 .

[21]  Cary L. Cooper,et al.  Can we live with the changing nature of work , 1999 .

[22]  Rudy Hirschheim,et al.  REALIZING OUTSOURCING EXPECTATIONS Incredible Expectations, Credible Outcomes , 1994 .

[23]  Rudy Hirschheim,et al.  The myths and realities of information technology insourcing , 2000, CACM.

[24]  Trevor Wood-Harper,et al.  Towards User-Oriented Control of End-User Computing in Large Organizations , 2002, J. Organ. End User Comput..

[25]  H. Klein,et al.  Information systems development as social action: Theoretical perspective and practice , 1991 .

[26]  Leslie P. Willcocks,et al.  Analysing four types of IT sourcing decisions in the context of scale, client/supplier interdependency and risk mitigation , 1998, Inf. Syst. J..