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The Conceptual Confusion Around “e-service”: Practitioners Conceptions
University of Borås, Faculty of Librarianship, Information, Education and IT.
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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, 2015, 366-371 p.Conference paper, (Refereed)
Abstract [en]

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, 2015. 366-371 p.
Series
Lecture Notes in Computer Science, LNCS, ISSN 0302-9743 ; 9373
National Category
Information Systems, Social aspects
Research subject
Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-5437DOI: 10.1007/978-3-319-25013-7ISBN: 978-3-319-25012-0 (print)OAI: oai:DiVA.org:hb-5437DiVA: diva2:886173
Conference
14th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2015, Delft, The Netherlands, October 13–15, 2015
Available from: 2015-12-21 Created: 2015-12-21 Last updated: 2016-01-14Bibliographically approved

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Citation style
  • apa
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