Socio-instrumental service modelling: An inquiry on e-services for tax declarations
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)
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
Service; e-service; service modelling; co-service; e-government; socio-instrumental pragmatism; evaluation; practical inquiry
IdentifiersURN: 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: oai:DiVA.org:liu-52861DiVA: diva2:285705
Second IFIP WG 8.1 Working Conference, PoEM 2009, Stockholm, Sweden, November 18-19, 2009