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

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  • Jannick Kirk Sørensen

    (Center for Communication, Media and Information Technologies (CMI) Aalborg University Copenhagen, Denmark)

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.

Suggested Citation

  • Jannick Kirk Sørensen, 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), IGI Global, vol. 8(4), pages 48-64, October.
    • Handle: RePEc:igg:jesma0:v:8:y:2016:i:4:p:48-64
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