Openly accessible

eCommerce in service industries : extending the socio-technical paradigm

Blount, Yvette, Castleman, Tanya and Coulthard, Darryl 2005, eCommerce in service industries : extending the socio-technical paradigm, in Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005), November 30 - December 2, 2005, Sydney, AustraliaAustralasian Conference on Information Systems, Association for Information Systems, Sydney, N.S.W., pp. 1-12.

Attached Files
Name Description MIMEType Size Downloads
castleman-ecommerceinservice-2005.pdf Published version application/pdf 7.15MB 25

Title eCommerce in service industries : extending the socio-technical paradigm
Author(s) Blount, Yvette
Castleman, Tanya
Coulthard, Darryl
Conference name ACIS 2005 : Australasian Conference on Information Systems (16th : 2005 : Sydney, Australia)
Conference location Sydney, N.S.W.
Conference dates 30 Nov. - 2 Dec. 2005
Title of proceedings Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005), November 30 - December 2, 2005, Sydney, AustraliaAustralasian Conference on Information Systems
Editor(s) Campbell, Bruce
Underwood, Jim
Bunker, Deborah
Publication date 2005
Conference series Australasian Conference on Information Systems
Start page 1
End page 12
Publisher Association for Information Systems
Place of publication Sydney, N.S.W.
Keyword(s) ecommerce
B2C
IS theories
socio-technical theories
information ecologies
banking
Summary The socio-technical framework (STF) is useful for describing how technologies are embedded in social systems and how people, groups and technologies are interrelated. This perspective, however, lacks theoretical specificity and has limited usefulness in explaining the dynamics of actual situations. In this paper we address the question of how to extend the STF to better analyse technologies in their social context. We build on the STF by including the concept of ‘information ecology’ and research on service provision to suggest a more empirically focussed way of analysing the relationships between people and technologies. In particular, we examine changes that have occurred as B2C eCommerce technologies have been implemented in service organisations, using case study findings from retail banking to introduce the concept of ‘Coactive Commerce Systems’. This concept provides a theoretically based descriptor for understanding the technologically-mediated interrelationships between organisations and their customers.
ISBN 097584170X
Language eng
Field of Research 150312 Organisational Planning and Management
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2005, Association for Information Systems
Persistent URL http://hdl.handle.net/10536/DRO/DU:30009704

Connect to link resolver
 
Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved.

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.

Versions
Version Filter Type
Access Statistics: 515 Abstract Views, 25 File Downloads  -  Detailed Statistics
Created: Tue, 14 Oct 2008, 07:01:18 EST

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.