Service Interaction Flow Analysis Technique for Service Personalization

  • Olli KorhonenEmail author
  • Anna-Liisa Syrjänen
  • Marianne Kinnula
  • Minna Isomursu
  • Kari Kuutti
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 294)


Service interaction flows are difficult to capture, analyze, outline, and represent for research and design purposes. We examine how variation of personalized service flows in technology-mediated service interaction can be modeled and analyzed to provide information on how service personalization could support interaction. We have analyzed service interaction cases in a context of technology-mediated car rental service. With the analysis technique we propose, inspired by Interaction Analysis method, we were able to capture and model the situational service interaction. Our contribution regarding technology-mediated service interaction design is twofold: First, with the increased understanding on the role of personalization in managing variation in technology-mediated service interaction, our study contributes to designing service management information systems and human-computer interfaces that support personalized service interaction flows. Second, we provide a new analysis technique for situated interaction analysis, particularly when the aim is to understand personalization in service interaction flows.


Service personalization Service interaction Service management information system Interaction flow Interaction analysis 


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Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  • Olli Korhonen
    • 1
    Email author
  • Anna-Liisa Syrjänen
    • 1
  • Marianne Kinnula
    • 1
  • Minna Isomursu
    • 2
  • Kari Kuutti
    • 1
  1. 1.University of OuluOuluFinland
  2. 2.IT University of CopenhagenCopenhagenDenmark

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