The Conceptual Confusion Around “e-service”: Practitioners' Conceptions
2015 (English)In: Open and Big Data Management and Innovation / [ed] Marijn Janssen, Matti Mäntymäki, Jan Hidders, Bram Klievink, Winfried Lamersdorf, Bastiaan van Loenen, Anneke Zuiderwijk, Cham, Switzerland: Springer, 2015, 366-371 p.Conference paper (Refereed)
The e-service concept has been a central concern in many researchand practitioner areas in recent years. There are expectations of citizens, customers,commercial companies and public organizations of what e-services are,their functionality and benefits. However, there is conceptual confusion thatmay hamper collaboration and research viability. This paper explores the conceptualvagueness and presents an empirical investigation of how the e-serviceconcept is treated in practice, along with its kindred concept “IT service”. Resultsshow that public and commercial organizations approach e-services differently,that translation problems can cause lack of comparability in research results,and that additional concepts may be introduced instead of e-service.
Place, publisher, year, edition, pages
Cham, Switzerland: Springer, 2015. 366-371 p.
, Lecture Notes in Computer Science, LNCS, ISSN 0302-9743 ; 9373
Information Systems, Social aspects
Research subject Technology
IdentifiersURN: urn:nbn:se:his:diva-11611DOI: 10.1007/978-3-319-25013-7_29ISI: 000366756600029ScopusID: 2-s2.0-84951869340ISBN: 978-3-319-25012-0ISBN: 978-3-319-25013-7OAI: oai:DiVA.org:his-11611DiVA: diva2:860727
14th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2015, Delft, The Netherlands, October 13–15, 2015