Developing a Methodology for Online Service Failure Prevention: Reporting on an Action Design Research Project-in-Progress

Authors

Jacques Louis Du Preez, School of Information Management, Victoria University of Wellington, Wellington, New ZealandFollow
Mary Tate, School of Information Management, Victoria University of Wellington, Wellington, New ZealandFollow
Alireza Nili, School of Information Management, Victoria University of Wellington, Wellington, New ZealandFollow

Abstract

The increasing use of online channels for service delivery raises new challenges in service failure prevention. This work-in-progress paper reports on the first phase of an action-design research project to develop a service failure prevention methodology. In this paper we review the literature on online services, failure prevention and failure recovery and develop a theoretical framework for online service failure prevention. This provides the theoretical grounding for the artefact (the methodology) to be developed. We use this framework to develop an initial draft of our methodology. We then outline the remaining phases of the research, and offer some initial conclusions gained from the project to date.

Recommended Citation

Preez, Jacques Louis Du; Tate, Mary; and Nili, Alireza, "Developing a Methodology for Online Service Failure Prevention: Reporting on an Action Design Research Project-in-Progress" (2015). ACIS 2015 Proceedings. 10.
https://aisel.aisnet.org/acis2015/10