Theißing, Florian

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Theißing, Florian
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Theißing, Florian

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    Item-typ:Veröffentlichung,
    Shared Servicespace: Arbeits- und akteursorientierte Gestaltung computerunterstützter Kundeninteraktion
    (2006-12-08)
    Theißing, Florian
    ;
    Oberquelle, Horst
    ;
    Maaß, Susanne
    ;
    Maaß, Susanne
    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.
    Dissertation
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