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The nature of knowledge-intensive person-oriented services – Challenges for leveraging service engineering potentials

dc.contributor.authorMenschner, Philipp
dc.contributor.authorHartmann, Marco
dc.contributor.authorLeimeister, Jan Marco
dc.contributor.editorAbramowicz, Witold
dc.contributor.editorAlt, Rainer
dc.contributor.editorFähnrich, Klaus-Peter
dc.contributor.editorFranczyk, Bogdan
dc.contributor.editorMaciaszek, Leszek A.
dc.date.accessioned2019-01-11T10:04:58Z
dc.date.available2019-01-11T10:04:58Z
dc.date.issued2010
dc.description.abstractKnowledge-intensive person-oriented services (KIPOS) are predominately existent in sectors such as health care, home care or education. They are of high economic relevance in terms of market size and growth. Yet they are laggards in terms of leveraging typical service engineering potentials as applying (partial) automation, process standardization or customer integration techniques, since the most value creating activities in service provision are bound to persons or personal knowledge. In this paper, we first analyze existing typologies from literature and derive a characteristic profile of KIPOS. Next to this, we present specific challenges for KIPOS engineering derived from qualitative interviews with service providers and observations. Our results can serve as an input for developing service engineering methods for KIPOS.en
dc.identifier.isbn978-3-88579-271-0
dc.identifier.pissn1617-5468
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/19105
dc.language.isoen
dc.publisherGesellschaft für Informatik e.V.
dc.relation.ispartofINFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-177
dc.titleThe nature of knowledge-intensive person-oriented services – Challenges for leveraging service engineering potentialsen
dc.typeText/Conference Paper
gi.citation.endPage54
gi.citation.publisherPlaceBonn
gi.citation.startPage43
gi.conference.dateSeptember 27 - October 1, 2010
gi.conference.locationLeipzig
gi.conference.sessiontitleRegular Research Papers

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