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Lind, Mikael
Publications (10 of 86) Show all publications
Salomonson, N., Allwood, J., Lind, M. & Alm, H. (2013). Comparing Human-to-Human and Human-to-AEA Communication in Service Encounters. Journal of Business Communication, 50(1), 87-116
Open this publication in new window or tab >>Comparing Human-to-Human and Human-to-AEA Communication in Service Encounters
2013 (English)In: Journal of Business Communication, ISSN 0021-9436, E-ISSN 1552-4582, Vol. 50, no 1, p. 87-116Article in journal (Refereed) Published
Abstract [en]

An increasing number of companies are introducing artificial agents as self-service tools on their websites, often motivated by the need to provide cost-efficient interaction solutions. These agents are designed to help customers and clients to conduct their business on the website. Their role on commercial websites is often to act as online sales/shopping assistants with the hope of replacing some of the interactions between customers and sales staff, thus supplementing or replacing human-to-human communication. However, research on artificial agents and comparisons with human-to-human communication, in particular, is still scarce. The purpose of this article is to explore the similarities and differences in communication between an artificial agent and customers compared with face-to-face communication between human service providers and customers. The method employed is a qualitative comparison of face-to-face human service provision in a travel agency setting and logs of interactions between customers and an artificial agent on an airline company website. The analysis is based on the theory of “activity-based communication analysis” and makes use of a framework of specific communication features provided by this theory. The article demonstrates a number of deficiencies in communication between artificial embodied agents and humans, suggesting that artificial embodied agents still lack many of the desirable communicative aspects of human-to-human service encounters.

Place, publisher, year, edition, pages
SAGE, 2013
Keywords
computer-mediated communication, interpersonal communication, service encounters, artificial embodied agents, activity-based communication analysis, Services marketing, Technology in services, Human-Computer-Interaction, Communication
National Category
Business Administration Information Systems Communication Studies
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-1355 (URN)10.1177/0021943612465180 (DOI)2320/11600 (Local ID)2320/11600 (Archive number)2320/11600 (OAI)
Available from: 2015-11-13 Created: 2015-11-13 Last updated: 2018-03-18Bibliographically approved
Cronholm, S., Göbel, H., Lind, M. & Rudmark, D. (2013). The Need for Systems Development Capability in Design Science Research: Enabling Researcher-System Developer Collaboration. Information Systems and E-Business Management, 11(3), 335-355
Open this publication in new window or tab >>The Need for Systems Development Capability in Design Science Research: Enabling Researcher-System Developer Collaboration
2013 (English)In: Information Systems and E-Business Management, ISSN 1617-9846, E-ISSN 1617-9854, Vol. 11, no 3, p. 335-355Article in journal (Refereed) Published
Abstract [en]

Information systems as an artefact-oriented discipline require a strong interaction between researchers, developers and users regarding design of, development of, and the study of the use of digital artefacts in social settings. During recent years, performing research in a design science research spirit has gained increasing interest. In larger scale design research endeavours, access to systems development capabilities becomes necessary. Such a unit, InnovationLab, was established in 2006 in a university setting in Sweden. In this paper we are investigating the 5 years’ experience of running this InnovationLab. Our findings point to an innovation lab being valuable for research in general and especially for design science research. However, in order to balance the business of an innovation lab, it will be necessary to provide services for other stakeholders (such as administrative units, teachers, and students) as a means for developing systems development capability aimed at supporting researchers.

Place, publisher, year, edition, pages
Springer-Verlag, 2013
National Category
Information Systems
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-1337 (URN)10.1007/s10257-012-0199-3 (DOI)000322390400002 ()2320/11515 (Local ID)2320/11515 (Archive number)2320/11515 (OAI)
Available from: 2015-11-13 Created: 2015-11-13 Last updated: 2018-01-10Bibliographically approved
Lind, M. & Salomonson, N. (2013). Using Pragmatic Concepts for Exploring Interactivity in Service Encounters. Systems, Signs & Actions, 7(2), 205-226
Open this publication in new window or tab >>Using Pragmatic Concepts for Exploring Interactivity in Service Encounters
2013 (English)In: Systems, Signs & Actions, ISSN 1652-8719, E-ISSN 1652-8719, Vol. 7, no 2, p. 205-226Article in journal (Refereed) Published
Abstract [en]

A service encounter is conceived as an interactive process between a service provider and a service receiver. It has however largely been analyzed as a non-interactive phenomenon which leads to a superficial and incomplete understanding of the dynamics of service encounters as an interactive process. The purpose of this paper is to explore whether a pragmatic approach could form a foundation for the conception of service encounters as an interactive phenomenon. The results show that in order to capture the essence of interaction in service encounters from a pragmatic view, researchers should turn to the concept of action. In order to avoid a one-side view (the customer or the company/company representative) of the service encounter, the inter-related actions need to be taken into consideration.

Place, publisher, year, edition, pages
Linköpings Universitet, 2013
Keywords
Service encounters, pragmatics, interaction, action, conversation analysis, Service management, Information systems
National Category
Business Administration Information Systems
Research subject
Business and IT
Identifiers
urn:nbn:se:hb:diva-1301 (URN)2320/11264 (Local ID)2320/11264 (Archive number)2320/11264 (OAI)
Available from: 2015-11-13 Created: 2015-11-13 Last updated: 2018-01-10Bibliographically approved
Recker, J., Rosemann, M., Hjalmarsson, A. & Lind, M. (2012). Modeling and Analyzing the Carbon Footprint of Business Processes. In: Jan vom Brocke, Stefan Seidel, Jan Recker (Ed.), Green Business Process Management – Towards the Sustainable Enterprise: (pp. 93-110). Springer
Open this publication in new window or tab >>Modeling and Analyzing the Carbon Footprint of Business Processes
2012 (English)In: Green Business Process Management – Towards the Sustainable Enterprise / [ed] Jan vom Brocke, Stefan Seidel, Jan Recker, Springer , 2012, p. 93-110Chapter in book (Refereed)
Place, publisher, year, edition, pages
Springer, 2012
Keywords
Informatik
National Category
Information Systems
Identifiers
urn:nbn:se:hb:diva-5228 (URN)2320/14336 (Local ID)978-3-642-27488-6 (ISBN)2320/14336 (Archive number)2320/14336 (OAI)
Available from: 2015-12-17 Created: 2015-12-17 Last updated: 2018-03-18Bibliographically approved
Hjalmarsson, A. & Lind, M. (2011). Challenges in establishing sustainable innovation. In: (Ed.), ECIS 2011 Proceedings, Paper 162: . AIS
Open this publication in new window or tab >>Challenges in establishing sustainable innovation
2011 (English)In: ECIS 2011 Proceedings, Paper 162, AIS , 2011Conference paper, Published paper (Refereed)
Abstract [en]

Within the field of information systems an interest in environmental issues has driven the agenda for research from green IT improvement to sustainable innovation. A challenge yet to investigate is how sustainable innovation involving a cluster of actors from multiple settings should be 1) designed and 2) orchestrated so that the innovation performed enables sustainable change. Processes for launching sustainable innovation should consequently be analysed in order to further investigate this notion. In northern Europe there is today a strong drive towards enabling initiatives utilizing mobile information technology improving the everyday transportation of people. This paper analysis the launch of a research and innovation cluster with the aim to develop information infrastructures and processes that stimulate distributed development of digital services for everyday travel. Events performed during the two-year start-up have been analysed identifying essential actions for network design and innovation orchestration, creating hypotheses, which enables further research about the establishment of sustainable innovation.

Place, publisher, year, edition, pages
AIS, 2011
Keywords
sustainable innovation, network design, innovation orchestration, public transportation
National Category
Computer and Information Sciences
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-6696 (URN)2320/9950 (Local ID)2320/9950 (Archive number)2320/9950 (OAI)
Note
Awarded Best Theme Paper AwardAvailable from: 2015-12-22 Created: 2015-12-22 Last updated: 2018-01-10
Haraldson, S. & Lind, M. (2011). Challenging Dyadic Interaction in the Context of Multi-Organizational Business Processes. Paper presented at 22nd Australasian Conference on Information Systems. Paper presented at 22nd Australasian Conference on Information Systems. University of Sydney (AIS)
Open this publication in new window or tab >>Challenging Dyadic Interaction in the Context of Multi-Organizational Business Processes
2011 (English)Conference paper, Published paper (Refereed)
Abstract [en]

Value creation of today is often a co-production in multi-organizational settings. This requires knowledge about how to conceive multi-organizational actor roles as foundations for co-ordinating and efficiently co-produce customer value. Some contemporary business process modelling approaches builds upon modelling interaction between two business parties (i.e. dyadic interaction), but do not acknowledge interaction patterns involving several network actors in their different actor roles. In this paper value creation in multi-organizational businesses are seen as value chains in value networks. The notion of assignments is the underlying structure in a multi-organizational perspective on business processes and is used to create foundations for distinguishing interaction patterns. Modelling and improving multi-organizational business processes conceived as action and interaction arranged in assignment structures, imply that dyadic role models need to be challenged as generative instruments. In this paper four generic multi-organizational network actor roles are brought forward (end- customer, main actor, co-ordinating actor, and co-producing actor) given meaning in and further instantiated in generic assignment actor roles based on their involvement in different multi-organizational interaction patterns. Thus, patterns of interaction constituting multi-organizational business processes are distinguished creating the necessary conditions for diverse network actors by the identification of their role in the action logic.

Place, publisher, year, edition, pages
University of Sydney (AIS), 2011
Keywords
assignment, actor roles, realization, process variants, business network, interaction patterns, Business Process Management
National Category
Computer and Information Sciences
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-6693 (URN)2320/9933 (Local ID)2320/9933 (Archive number)2320/9933 (OAI)
Conference
22nd Australasian Conference on Information Systems
Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2018-01-10
Cronholm, S., Göbel, H., Haraldson, S., Lind, M., Salomonson, N. & Seigerroth, U. (2011). Collaborative practice: an action research approach to efficient ITSM. In: : . Paper presented at Presented at 1 st International & Inter-disciplinary Workshop on Practice Research. June 8, 2011. Helsinki, Finland.
Open this publication in new window or tab >>Collaborative practice: an action research approach to efficient ITSM
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2011 (English)Conference paper, Published paper (Refereed)
Abstract [en]

This paper addresses collaborative research as an action research approach. Many times action research is described as embracing one research organisation and one business organisation. We are challenging this view by introducing the concept of collaborative practice. A collaborative practice can be seen as a cluster of local practices and researchers working together. In this way, a collaborative practice should enable joint learning between, and joint development efforts for, several business practices as well as contributing to general practice and the scientific body of knowledge. Based on a case study within efficient IT Service Management (ITSM), the concept of collaborative practice and its relation to other adjacent concepts (such as local practice, general practice and scientific body of knowledge) have been characterized. Our results should be viewed as preliminary since they are gathered from an ongoing project.

Keywords
practice research, action research, qualitative studies
National Category
Information Systems
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-6574 (URN)2320/8256 (Local ID)2320/8256 (Archive number)2320/8256 (OAI)
Conference
Presented at 1 st International & Inter-disciplinary Workshop on Practice Research. June 8, 2011. Helsinki, Finland
Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2018-01-10Bibliographically approved
Rudmark, D. & Lind, M. (2011). Design Science Research for Punctuation: the Establishment of a Service Ecosystem. In: Hernant Jain, Atish P. Sinha, Padmal Vitharana (Ed.), Service-Oriented Perspectives in Design Science Research: (pp. 153-165). Springer
Open this publication in new window or tab >>Design Science Research for Punctuation: the Establishment of a Service Ecosystem
2011 (English)In: Service-Oriented Perspectives in Design Science Research / [ed] Hernant Jain, Atish P. Sinha, Padmal Vitharana, Springer , 2011, p. 153-165Chapter in book (Refereed)
Abstract [en]

Design Science Research (DSR) is concerned with demonstrating design principles. In order to prove the utility of these principles, design ideas are materialized into artifacts and put into an environment sufficient to host the testing of these principles. When DSR is used in combination with action research, constraints in the environment may restrain researchers to fully inscribe or test such principles. In this paper it is argued that scholars pursuing DSR has paid insufficient attention to the type of change necessary in the local practice. We draw upon theories on IS change as punctuated equilibrium to illustrate when DSR demonstrators can be used to make substantial contributions to local practice as well as to the scientific body of knowledge.

Place, publisher, year, edition, pages
Springer, 2011
Series
Lecture Notes in Computer Science, ISSN 0302-9743 ; 6629
National Category
Computer and Information Sciences
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-5034 (URN)10.1007/978-3-642-20633-7 (DOI)2320/9517 (Local ID)978-3-642-20632-0 (ISBN)2320/9517 (Archive number)2320/9517 (OAI)
Note

This book constitutes the refereed proceedings of the 6th International Conference on Service-Oriented Perspectives in Design Science Research, DERIST 2011, held in Milwaukee, WI, USA, in May 2011.

Available from: 2015-12-17 Created: 2015-12-17 Last updated: 2018-01-10Bibliographically approved
Rosemann, M., Andersson, M. & Lind, M. (2011). Digital Complementary Assets. In: : . Paper presented at International Conference on Information Systems 2011, Shanghai. International Conference on Information Systems (ICIS2010)
Open this publication in new window or tab >>Digital Complementary Assets
2011 (English)Conference paper, Published paper (Refereed)
Abstract [en]

Google, Facebook, Twitter, LinkedIn, etc. are some of the prominent large-scale digital service providers that are having tremendous impact on societies, corporations and individuals. However, despite the rapid uptake and their obvious influence on the behavior of individuals and the business models and networks of organizations, we still lack a deeper, theory-guided understanding of the related phenomenon. We use Teece’s notion of complementary assets and extend it towards ‘digital complementary assets’ (DCA) in an attempt to provide such a theory-guided understanding of these digital services. Building on Teece’s theory, we make three contributions. First, we offer a new conceptualization of digital complementary assets in the form of digital public goods and digital public assets. Second, we differentiate three models for how organizations can engage with such digital complementary assets. Third, user-base is found to be a critical factor when considering appropriability.

Place, publisher, year, edition, pages
International Conference on Information Systems (ICIS2010), 2011
Keywords
complementary assets, digital public goods, modes of engagement, innovation, Digital Innovation
National Category
Information Systems
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-6695 (URN)2320/9949 (Local ID)2320/9949 (Archive number)2320/9949 (OAI)
Conference
International Conference on Information Systems 2011, Shanghai
Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2018-01-10Bibliographically approved
Haraldson, S. & Lind, M. (2011). Dividing Multi-Organizational Businesses into Processes: Capturing Value Creation in Assignment Structures. Paper presented at Australasian Conference on Information Systems. Paper presented at Australasian Conference on Information Systems. AIS
Open this publication in new window or tab >>Dividing Multi-Organizational Businesses into Processes: Capturing Value Creation in Assignment Structures
2011 (Swedish)Conference paper, Published paper (Refereed)
Abstract [en]

Business transactions of today often rely on the involvement of several organizations in its preparation and realization. This means that value creation is distributed among several actors and needs to be coordinated. The division of multi-organizational businesses into business processes need to reflect the co-production of value arranged in distributed value production structures. There relies however an unresolved quest of which criteria that should govern such division of business processes. In this paper, business processes for conceiving multi- organizational businesses are identified founded in how customer assignments embed and integrate other assignments through value chains in value networks. Five core process types are identified founded in this assignment structure; development processes, planning processes, provision processes, order fulfilment processes, and evaluation processes. These processes are of both condition creating and realization characteristics to enable an efficient co-ordination of the multi-organizational business.

Place, publisher, year, edition, pages
AIS, 2011
Keywords
multi-organizational collaboration, business process, assignment, value network, value chain, process types, Business Process Management
National Category
Computer and Information Sciences
Research subject
Bussiness and IT
Identifiers
urn:nbn:se:hb:diva-6692 (URN)2320/9937 (Local ID)2320/9937 (Archive number)2320/9937 (OAI)
Conference
Australasian Conference on Information Systems
Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2018-01-10
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