Exploring Context from the Consumer Perspective: Insights from eBusiness and Health Care

  • Olaf ReinholdEmail author
  • Matthias Wittwer
  • Rainer Alt
  • Toralf Kirsten
  • Wieland Kiess
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 263)


Many electronic services are not used in isolation, but in the context of a specific user. This user, customer or patient perspective is different from the perspective of service providers since customer processes usually involve multiple service providers. Information on the context helps to understand these user needs and to improve the coordination among services. This research in progress paper examines existing contributions as a basis towards an understanding of the concept and modeling of “context” from a context provider’s perspective and proposes a preliminary model, which also serves to analyze four use cases. The paper summarizes challenges observed in these cases and presents an agenda for further research.


Context Context models Context-aware systems 


  1. 1.
    Dey, A.: understanding and using context. Pers. Ubiquit. Comput. 5, 4–7 (2001)CrossRefGoogle Scholar
  2. 2.
    Adomavicius, G., Mobasher, B., Ricci, F., Tuzhilin, A.: Context-aware recommender systems. AI Mag. 32, 67–80 (2011)Google Scholar
  3. 3.
    Grönroos, C.: Relationship marketing: strategic and tactical implications. Manag. Decis. 34, 5–14 (1996)CrossRefGoogle Scholar
  4. 4.
    Paulissen, K., Milis, K., Brengman, M., Fjermestad, J., Romano, N.C.: Voids in the current CRM literature. In: Proceedings of the 40th HICSS (2007)Google Scholar
  5. 5.
    Bueren, A., Schierholz, R., Kolbe, L., Brenner, W.: Customer knowledge management - improving performance of customer relationship management with knowledge management. In: Proceedings of the 37th HICSS, pp. 1–10 (2004)Google Scholar
  6. 6.
    Akaka, M.A., Vargo, S.L., Schau, H.H.: The context of experience. J. Serv. Manag. 26, 206–223 (2015)CrossRefGoogle Scholar
  7. 7.
    Alt, R., Militzer-Horstmann, C., Zimmermann, H.D.: Electronic markets on customer-orientation. Electron. Mark. 26, 1–5 (2016)CrossRefGoogle Scholar
  8. 8.
    Heinonen, K., Strandvik, T., Mickelsson, K., Edvardsson, B., Sundström, E., Andersson, P.: A customer dominant logic of service. J. Serv. Manag. 21, 531–548 (2010)CrossRefGoogle Scholar
  9. 9.
    Heinonen, K., Strandvik, T.: Customer-dominant logic: foundations and implications. J. Serv. Mark. 29, 472–484 (2015)CrossRefGoogle Scholar
  10. 10.
    Franklin, D., Flachsbart, J.: All gadget and no representation makes jack a dull environment sensing. In: Proceedings of AAAI 1998 Spring Symposium on Intelligent Environments, pp. 155–160 (1998)Google Scholar
  11. 11.
    Rodden, T., Cheverst, K., Davies, N., Dix, A.: Exploiting context in HCI design for mobile systems. In: Workshop on Human Computer Interaction with Mobile Devices, pp. 21–22 (1998)Google Scholar
  12. 12.
    Ward, A., Jones, A., Hopper, A.: A new location technique for the active office. IEEE Pers. Commun. 4, 42–47 (1997)CrossRefGoogle Scholar
  13. 13.
    Adomavicius, G., Tuzhilin, A.: Context-aware recommender systems. In: Ricci, F., Rokach, L., Shapira, B., Kantor, P. (eds.) Recommender Systems Handbook, pp. 217–253. Springer, New York (2011)CrossRefGoogle Scholar
  14. 14.
    Nemoto, Y., Uei, K., Sato, K., Shimomura, Y.: A context-based requirements analysis method for PSS design. Procedia CIRP 30, 42–47 (2015)CrossRefGoogle Scholar
  15. 15.
    Steel, M., Dubelaar, C., Ewing, M.: Developing customised CRM projects: the role of industry norms, organisational context and customer expectations on CRM implementation. Ind. Mark. Manag. 42, 1328–1344 (2013)CrossRefGoogle Scholar
  16. 16.
    Koelliker, K.: The Knowledgebase of the Future. KM World. 07–08 (2013)Google Scholar
  17. 17.
    International Data Corporation (IDC): Data Augmented with Context Provides Richer Customer Experiences, Framingham (2013)Google Scholar
  18. 18.
    Frankland, D., Brosnan, R.: Context Changes Everything, Redwood City (2015)Google Scholar
  19. 19.
    Bazire, M., Brézillon, P.: Understanding context before using it. In: Dey, A., Kokinov, B., Leake, D., Turner, R. (eds.) CONTEXT 2005. LNCS (LNAI), vol. 3554, pp. 29–40. Springer, Heidelberg (2005). doi: 10.1007/11508373_3 CrossRefGoogle Scholar
  20. 20.
    Palmisano, C., Tuzhilin, A., Gorgoglione, M.: Using context to improve predictive modeling of customers in personalization applications. IEEE Trans. Knowl. Data Eng. 20, 1535–1549 (2008)CrossRefGoogle Scholar
  21. 21.
    Dey, A.K., Abowd, G.D.: Towards a better understanding of context and context- awareness. In: Proceedings of the CHI 2000 Workshop, The Hague, pp. 1–6 (2000)Google Scholar
  22. 22.
    Neskovic, S., Kirchner, K.: Using context information and CMMN to model knowledge-intensive business processes. In: 6th ICIST 2016, Kopaonik (2015)Google Scholar
  23. 23.
    Henricksen, K., Indulska, J.: Modelling and using imperfect context information. In: Proceedings of the 2nd IEEE annual Conference on Pervasive Computing and Communications Workshops, pp. 33–37 (2004)Google Scholar
  24. 24.
    Wang, X.H., Qing Zhang, D., Gu, T., Pung, H.K.: Ontology based context modeling and reasoning using OWL. In: IEEE Annual Conference Pervasive Computing, pp. 18–22 (2004)Google Scholar
  25. 25.
    Strang, T., Linnhoff-Popien, C.: A context modeling survey. In: 1st International Workshop on Advanced Context Modelling, Reasoning and Management, UbiComp, pp. 31–41 (2004)Google Scholar
  26. 26.
    Kleinschmidt, F., Lehrmann, N.: The importance of customer context. Unpublished Service Science Seminar Thesis, Leipzig University (2016)Google Scholar
  27. 27.
    O2 Germany: O2 More Local.
  28. 28.
    Winter, A., Alt, R., Ehmke, J., Haux, R., Ludwig, W., Mattfeld, D., Oberweis, A., Paech, B.: Manifest kundeninduzierte orchestrierung komplexer dienstleistungen. Informatik-Spektrum 35, 399–408 (2012)CrossRefGoogle Scholar
  29. 29.
    Desrosiers, C., Karypis, G.: A comprehensive survey of neighborhood-based recommendation methods. In: Ricci, F., Rokach, L., Shapira, B., Kantor, P.B. (eds.) Recommender Systems Handbook, pp. 107–144. Springer, New York (2011)CrossRefGoogle Scholar
  30. 30.
    Outfittery: Shopping for men.
  31. 31.
    mtel: Mtel, the Experts in Customer Contact.

Copyright information

© Springer International Publishing AG 2017

Authors and Affiliations

  • Olaf Reinhold
    • 1
    Email author
  • Matthias Wittwer
    • 1
  • Rainer Alt
    • 1
  • Toralf Kirsten
    • 1
  • Wieland Kiess
    • 1
  1. 1.Leipzig UniversityLeipzigGermany

Personalised recommendations