Description
We propose conceptualization of experience centric e-service that is different from earlier view point of e-service. From an e-service provider standpoint, we describe three dimension of product/service and business models (Value Networker, Fantasy Fulfiller, and Solutionist) that are unique to experience centric e-service. We also provide real-world examples to describe how businesses make experience centric e-service possible. As a paradigm shift, our experience centric e-service is compared with earlier view of e-service in Value creation, Characteristics, Provider, and User to increase the depth of our conceptualization. Constraints of creating effective experience centric e-service are also elaborated to help businesses to overcome the managerial and technological issues. Furthermore, designing and delivering aggregated online services are also discussed in details. Implication for information systems research is also discussed.
Recommended Citation
Chea, Sophea and Luo, Margaret Meiling, "E-Services: An Experience Centric Perspective" (2017). AMCIS 2017 Proceedings. 15.
https://aisel.aisnet.org/amcis2017/eBusiness/Presentations/15
E-Services: An Experience Centric Perspective
We propose conceptualization of experience centric e-service that is different from earlier view point of e-service. From an e-service provider standpoint, we describe three dimension of product/service and business models (Value Networker, Fantasy Fulfiller, and Solutionist) that are unique to experience centric e-service. We also provide real-world examples to describe how businesses make experience centric e-service possible. As a paradigm shift, our experience centric e-service is compared with earlier view of e-service in Value creation, Characteristics, Provider, and User to increase the depth of our conceptualization. Constraints of creating effective experience centric e-service are also elaborated to help businesses to overcome the managerial and technological issues. Furthermore, designing and delivering aggregated online services are also discussed in details. Implication for information systems research is also discussed.