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Socio-instrumental service modelling: An inquiry on e-services for tax declarations
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
2009 (English)In: The Practice of Enterprise Modeling: Second IFIP WG 8.1 Working Conference, PoEM 2009, Stockholm, Sweden, November 18-19, 2009. Proceedings / [ed] Persson A, Stirna J, Berlin: Springer Berlin/Heidelberg, 2009, 207-221 p.Conference paper (Refereed)
Abstract [en]

A socio-instrumental service modelling approach is presented through a tax declaration case study. Three different service alternatives have been investigated (two paper form alternatives and one e-service). These service alternatives have been studied through service interaction modelling, contextual service definitions and service pattern analysis. Service effects have been identified at both service parties; the service provider (the Tax Agency) and the service clients (companies). These service effects were dependent on affordances of services and service pre-conditions. These affordances can be of both social and technical-instrumental character. This study has contributed with service modelling methods and a new socio-instrumental conceptualisation of services. Important new notions are: reciprocal service effect, interdependence of services and service pre-conditions, unintended service affordances, reciprocal facilitation through service interaction. These concepts lead to the new concept of co-service.

Place, publisher, year, edition, pages
Berlin: Springer Berlin/Heidelberg, 2009. 207-221 p.
, Lecture Notes in Business Information Processing, ISSN 1865-1348 ; 39
Keyword [en]
Service; e-service; service modelling; co-service; e-government; socio-instrumental pragmatism; evaluation; practical inquiry
National Category
Information Science
URN: urn:nbn:se:liu:diva-52861DOI: 10.1007/978-3-642-05352-8_16ISI: 000280764700016ISBN: 978-3-642-05351-1 (print)ISBN: 978-3-642-05352-8 (online)OAI: diva2:285705
Second IFIP WG 8.1 Working Conference, PoEM 2009, Stockholm, Sweden, November 18-19, 2009
Available from: 2010-01-12 Created: 2010-01-12 Last updated: 2016-02-19Bibliographically approved

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Goldkuhl, Göran
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Information SystemsFaculty of Arts and Sciences
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ReferencesLink to record
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