Shared Servicespace: Arbeits- und akteursorientierte Gestaltung computerunterstützter Kundeninteraktion

Abstract

The thesis aims at the development of concepts for the design of computer-supported customer interaction, that meet the requirements of this interactive kind of production process and the interests of customers and employees. It is structured in three parts:- A detailed model of computer-supported customer interaction is developed which is based upon own investigations and a comprehensive analysis of research in social science, work psychology, and service management.- Principles of work- and agent-oriented design of computer-supported customer interaction are derived from this model.- A new scenario of computer- mediated customer interaction is developed which complies with these principles, drawing on concepts of human-computer interaction and computer-supported cooperative work. The thesis contributes to the design of computer systems which meet the needs of their users in a field of application with growing relevance, and gives fresh impulses to HCI and CSCW research.