e-Service Journal最新文献_第5页

Focus, Goal and Roles in E-Service Design: Five Ideal Types of the Design Process 电子服务设计中的焦点、目标和角色:设计过程的五种理想类型

e-Service Journal Pub Date : 2014-07-09 DOI: 10.2979/ESERVICEJ.9.2.24

G. Goldkuhl, E. Perjons

{"title":"Focus, Goal and Roles in E-Service Design: Five Ideal Types of the Design Process","authors":"G. Goldkuhl, E. Perjons","doi":"10.2979/ESERVICEJ.9.2.24","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.9.2.24","url":null,"abstract":"New technology means new opportunities for both the private and public sectors. Service-oriented solutions based on e-services are no exception. Such solutions can support efficient and flexible collaboration between actors, as well as enable opportunities for the design of new and highly innovative services. However, service-oriented solutions also mean a number of challenges. In order to successfully design e-services, a number of strategic choices have to be made by the service provider organization, such as deciding on the roles to be played by the provider and customers in the design process, and deciding which focus should govern the design. For example, should the e-service design focus on fit into the provider’s IT architecture; should the e-service design focus on fit into the provider’s internal processes; or should the e-service design focus on the interactions with the customers? In this paper, we present five different ideal types of e-service design that can support such choices. The five types differ in their views on the main goals of the e-service design; their views on the service providers’ and customers’ roles and responsibilities in the design process; and their views on the focus of the e-service design process. We also present the benefits and drawbacks of the different ideal types, and describe how real cases of e-service design can be categorized according to these types.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127776451","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 6

e-Service Journal Pub Date : 2014-07-03 DOI: 10.2979/ESERVICEJ.9.1.85

Mark Borman, M. Janssen

{"title":"Similarities and Differences in Critical Success Factors across Context and Time: An Examination in the Setting of Shared Services","authors":"Mark Borman, M. Janssen","doi":"10.2979/ESERVICEJ.9.1.85","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.9.1.85","url":null,"abstract":"The principal objective of the current paper is to examine to what degree critical success factors (CSFs) are context and time dependent. The identification of CSFs is an established approach for providing guidance in business and information system (IS) related domains. There is considerable debate though as to whether CSFs are universal or not. Potential variations can occur within a context, between contexts or between different points in the lifecycle of an initiative. If CSFs are similar across contexts and time, organizations will be able to follow in the footsteps of others increasing their likelihood of success. A previously developed CSF framework is enhanced to include a time dimension. It is then used as a lens for a number of comparisons – between CSFs identified in the literature in different IS domains, between CSFs identified in two case studies of shared services at different stages in their lifecycle and between the literature and the case study CSFs. A mix of similar and different factors are found and potential reasons for this are suggested. It is concluded that while the experiences of others can provide some guidance, organizations need to be mindful of the influence of their own context and stage in the implementation lifecycle.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"52 5","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134545231","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 8

Designing IT-Support For Citizen Advisory Services: A Self-Determination Theory Perspective 公民咨询服务的信息技术支持设计:自我决定理论视角

e-Service Journal Pub Date : 2014-07-03 DOI: 10.2979/ESERVICEJ.9.1.60

T. Giesbrecht, Joachim Pfister, G. Schwabe

{"title":"Designing IT-Support For Citizen Advisory Services: A Self-Determination Theory Perspective","authors":"T. Giesbrecht, Joachim Pfister, G. Schwabe","doi":"10.2979/ESERVICEJ.9.1.60","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.9.1.60","url":null,"abstract":"In public advisory services, the individual’s satisfaction depends less on extrinsic factors (e.g., monetary rewards) than on their inner needs fulfillment. Currently used IT-systems supporting citizen advisory services neglect these intrinsic needs of their users, hence insufficiently fostering their satisfaction. In this article, we aim to close this gap by assessing the design requirements needed to develop value-added IT-systems supporting citizen advisory services. We argue that previous developments of design requirements for correspondent IT-systems neglect the users’ motives and focus merely on their actions. We thus refer to self-determination theory as a theoretical lens to analyze current literature on how to design adequate IT-systems fostering users’ basic needs. In doing so, we introduce design goals and demonstrate to what extent they are fulfilled when these design requirements are implemented in a real-world IT-system that supports citizen advisory services. We follow a design science approach, in which the previously elaborated requirements are implemented in a software prototype, and are then evaluated qualitatively in two user studies with real-world advisors and citizens to assess their suitability relative to the design goals. Our results show that this approach promises to reveal the design requirements that matter in citizen counseling, signifying an important step toward developing a conceptual IT systems design theory.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"86 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"117164670","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 7

Key Differences of Private and Public Sector Business Process Change 私营和公共部门业务流程变化的关键差异

e-Service Journal Pub Date : 2014-07-03 DOI: 10.2979/ESERVICEJ.9.1.3

Marlen Jurisch, Christian Ikas, Petra Wolf, H. Krcmar

{"title":"Key Differences of Private and Public Sector Business Process Change","authors":"Marlen Jurisch, Christian Ikas, Petra Wolf, H. Krcmar","doi":"10.2979/ESERVICEJ.9.1.3","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.9.1.3","url":null,"abstract":"The public sector is subject to constant changes. In order to tackle the current financial, social, and political challenges, public sector organizations all over the world need to rethink, adapt, and change their underlying service processes. Prompted by these challenges public managers have turned to the private sector for solutions. By facilitating resource efficiency and allowing for a more straightforward way of service provision, business process change (BPC) assumes a leading role in the transformation of public administrations. Yet, in the past decades many BPC projects both in private and in public have failed to realize their objectives. However, the public sector should not only learn from its own failures, but also from the mistakes made in private sector BPC implementations. A huge amount of case studies exist on the topic of BPC which provide comprehensive reviews of past failures and successes. So far, this rich pool of knowledge has remained unexploited. This paper identifies the main differences between private and public sector BPC implementations as reported in 128 case studies. Based on this meta-case analysis, we juxtapose current consensuses as well as contentious issues.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"446 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134401576","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 48

The Potential of Configurative Reference Modeling for Business to Government Reporting – A Modeling Technique and its Evaluation 配置参考建模在企业和政府报告中的潜力——一种建模技术及其评价

e-Service Journal Pub Date : 2014-07-03 DOI: 10.2979/ESERVICEJ.9.1.28

M. Eggert, R. Knackstedt, Stefan Fleischer, J. Becker

{"title":"The Potential of Configurative Reference Modeling for Business to Government Reporting – A Modeling Technique and its Evaluation","authors":"M. Eggert, R. Knackstedt, Stefan Fleischer, J. Becker","doi":"10.2979/ESERVICEJ.9.1.28","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.9.1.28","url":null,"abstract":"The steady increase of information requirements imposed by governments and authorities has led to more and more regulations for both firms and governmental organizations. Business to Government (BtG) reporting summarizes all the tasks that are necessary to create legally required reports for the governments. Along with the steady increase of reporting regulations, we have observed a growing effort to manage data warehouses and reporting infrastructures. The overall goal of this paper is to develop a modeling technique that (a) is capable of managing regulatory report requirements, (b) can be used for the development of configurative reference models, and (c) increases the effectiveness and efficiency of conceptual data warehouse design. We demonstrate its usability by applying it to a constructed financial services case using the European Markets in Financial Instruments Directive (MiFID). Two modeling experiments with Information Systems (IS) master’s students provide evidence that configurative reference models applied to BtG reporting have a high probability of reducing data warehouse management effort.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"45 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115875475","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Psychosocial Modeling of Insider Threat Risk Based on Behavioral and Word Use Analysis 基于行为和用词分析的内部威胁风险的社会心理模型

e-Service Journal Pub Date : 2013-10-01 DOI: 10.2979/ESERVICEJ.9.1.106

F. Greitzer, L. Kangas, C. Noonan, Christopher R. Brown, T. Ferryman

{"title":"Psychosocial Modeling of Insider Threat Risk Based on Behavioral and Word Use Analysis","authors":"F. Greitzer, L. Kangas, C. Noonan, Christopher R. Brown, T. Ferryman","doi":"10.2979/ESERVICEJ.9.1.106","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.9.1.106","url":null,"abstract":"In many insider crimes, managers and other coworkers observed that the offenders had exhibited signs of stress, disgruntlement, or other issues, but no alarms were raised. Barriers to using such psychosocial indicators include the inability to recognize the signs and the failure to record the behaviors so that they can be assessed. A psychosocial model was developed to assess an employee’s behavior associated with an increased risk of insider abuse. The model is based on case studies and research literature on factors/correlates associated with precursor behavioral manifestations of individuals committing insider crimes. A complementary Personality Trait modeling approach was developed based on analysis to derive relevant personality characteristics from word use. Several implementations of the psychosocial model were evaluated by comparing their agreement with judgments of human resources and management professionals; the personality trait modeling approach was examined using email samples. The paper also briefly discusses privacy/ethical issues in behavioral monitoring for insider threat detection and a vision for operational deployment of an approach that incorporates these models into a set of management tools for identifying employees who pose a greater insider threat.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130641237","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 49

Editor’s Column: eSJ HICSS Special Issue #2 (based on HICSS 2011 papers) 编辑专栏:eSJ HICSS特刊第2期(基于2011年HICSS论文)

e-Service Journal Pub Date : 2013-04-20 DOI: 10.2979/ESERVICEJ.8.3.1

Lemuria D. Carter, Jing Zhang, C. Schaupp

引用次数: 1

Infrastructures for Public Service Delivery: Aligning IT governance and architecture in infrastructure development 公共服务交付的基础设施:在基础设施开发中调整IT治理和体系结构

e-Service Journal Pub Date : 2013-04-20 DOI: 10.2979/ESERVICEJ.8.3.73

Anne Fleur Van Veenstra, Gustav Aagesen, M. Janssen, J. Krogstie

{"title":"Infrastructures for Public Service Delivery: Aligning IT governance and architecture in infrastructure development","authors":"Anne Fleur Van Veenstra, Gustav Aagesen, M. Janssen, J. Krogstie","doi":"10.2979/ESERVICEJ.8.3.73","DOIUrl":"https://doi.org/10.2979/ESERVICEJ.8.3.73","url":null,"abstract":"Governments are developing infrastructures to accelerate online service delivery. Service infrastructures are shared facilities that can be used and configured in such a way that different public organizations are able to create their own online services. This paper investigates the governance and architecture of these infrastructure developments by conducting a cross-country analysis. We developed a comparative framework for analyzing two countries that share many institutional similarities: Norway and the Netherlands. Furthermore, the typical complexities of infrastructure development are analyzed and trade-offs are identified. We found many similarities between the service infrastructure development and architecture in the two countries, but as a result of the governance being different, differences in e-services development could be observed. While Norway enables integration of building blocks into e-government initiatives of individual government organizations by developing a Business Process Management building block on the national level, in the Netherlands local governments integrate the building blocks with implementation support from the national level. The differences in governance between the two countries lead to different ways of e-government infrastructure development and, ultimately, to different ways of e-services delivery. Governance is thus an important contingency influencing infrastructure development. A key element for advancing infrastructure development is to ensure the complementarity of IT architecture and governance.","PeriodicalId":133558,"journal":{"name":"e-Service Journal","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-04-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129838939","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 11

Increasing the Adoption of E-Procurement Services at the Municipal Level 增加市级电子采购服务的采用

e-Service Journal Pub Date : 2013-04-20 DOI: 10.2979/ESERVICEJ.8.3.3

Jan C. Huntgeburth, Dennis M. Steininger, Nils P. Parasie, Daniel J. Veit

引用次数: 15

An Ontology-based Approach to Assessing Records Management Systems 基于本体的档案管理系统评估方法

e-Service Journal Pub Date : 2013-04-20 DOI: 10.2979/ESERVICEJ.8.3.24

J. Alalwan, Manoj V. Thomas

引用次数: 9