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Articles

1. Substituting Information for Interaction 2013

   https://ncsu.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwpV1LS8NAEB60BdGTL7BaJQcRpcQm2SZt8CRikYJ4ac-h-wiCj4ptD_57v83m1bSFipcQ0u0m2ZnMfDtPokvf55B5Y2xTIepsaKgY31wsbeE7ojf2ObhIVYw5d1kuzMoo9va_SYtrIK5Olf0DefNJcQHnIDKOIDOOGxFaf_qJv9_4_vNsxCSAMDH4mdyFNTA0FRZ5CF4ekPM-n76-TYro69bgNrccTz4m0K5FNllrMPkp2w90L4eFWAzjuFppInSx9bODrmO8zioVkD4QOTMNYHIJGixxSiYOS4rVVHFZFtmJ01jfS98KcAOYyXToqBTCTgdH1aHbVPe64LQa1e_7zy-jIi3W800xivQ1Ci91uzrHIiopthql6L4EcAz3aU8noVjGc3NAW-rzkHayJIUjui4T3SoR3cKZVSL6MY36j8OHJzvteWELAK-ZDdXJmfIENq7clSr0HGgrQE4Wd3zJmcTDBz3s6YUnhAyU7tejK0YqLkIgT9dhJ2Qxj4lQOoLr6o9uHHIVy1hKPu4w_McLGnSTvWz0ZWqaRG5a9r26MA1qZqsRpUw_jYBpek7IoBAadKVXqPTTmnlONx14RrsFlzapNvueq3OqaVFwkRL4FxZlTvU

   Glushko, Robert J.; Nomorosa, Karen Joy

   Journal Of Service Research, Vol. 16, Issue 1, pp. 21 - 38.

   We compare person-to-person service encounters with those in which the service provider is an information system to identify the capabilities needed to personalize a service encounter. We suggest “... Read more

   We compare person-to-person service encounters with those in which the service provider is an information system to identify the capabilities needed to personalize a service encounter. We suggest “substituting information for interaction” as a principle that unifies these different types of encounters whenever the information needed to create value in a service system accumulates incrementally through human or automated customer interactions. We review research and practice in computer science, artificial intelligence, data mining, machine learning, and information systems design to bring an interdisciplinary robustness to our conceptual proposal. Human service providers and automated service systems both need (1) a service model manager that stores information about how a customer requests a service; (2) a customer model manager that stores information about customers and preferences; (3) a recommendation system manager that uses service models, customer models, and contextual information to adapt the service at delivery time; (4) a learning system that analyzes previous service encounters to refine service and customer models, and a (5) service monitoring system that monitors the status of service delivery. The substitution concepts and mechanisms we propose highlight the range of design choices and help managers evaluate whether a human interaction or information exchange creates or undermines value in a service system. Read less

   Book Review  |  Full Text Online

2. Designing service systems by bridging the “front stage” and “back stage” 2009

   https://ncsu.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwpV07T8MwED7xkBALb4lSqKyKCWQ1bRwST4gCVRELAxXQJfKTAcSrZeDfc-ckpB1gYfEQS5bjO9_Dd_cdwGGSaJR5Ct1UFHUcNZTHO-ctN0lkMpVo5CI3_5hTV_GX9K3EYpDV9tXQM3mHlH8sUN-evr1z6htF8dWyicYiLJOmouYN1ymvXS4Z2iKTEc8lqtoqrlkUzyG78hD-75JbPa-ZanNzNkLaKxXPYB2eqy2HfBPqcjCbeN8JYIcB4aICdvzP723AWmmgsrOCozZhwb1swUqVH78Nw4uQ84E7YZNCzrACDXrC9BcL9V80h3Yla3tCR2Bofz66NlMvlrW1Mk_lhx0YDS5vz4e8bMfAjehFU56c6MyJNHYisUak2kodGYX33fpUqMhpaUWkXdfF3mZK2UxIF3lptPOZkS6Ld4HFvdhIGxlNwIRdL3HOemu1ErGx6Fs14KiiQf5WwG3kNbAyESwPbTO7lI3XgGZ1kHl58yb5zyk24LgiXD3761p7f67VhNUiikS5ZfuwNP34dAewRMRuwWJ690DjfR_Hy_6oBcvD86vBuBVYEcebZPwNhgTkeQ

   Glushko, Robert J.; Tabas, Lindsay

   Information Systems And E Business Management, Vol. 7, Issue 4, pp. 407 - 427.

   Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the “service experience” is primarily determined du... Read more

   Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the “service experience” is primarily determined during this final “service encounter” that takes place in the “front stage.” This emphasis discounts the contribution of the activities in the “back stage” of the service value chain where materials or information needed by the front stage are processed. However, the vast increase in web-driven consumer self-service applications and other automated services requires new thinking about service design and service quality. It is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a “service system.” We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience. This paper envisions a methodology for designing service systems that synthesizes (front-stage-oriented) user-centered design techniques with (back stage) methods for designing information-intensive applications. Read less

   Journal Article  |  Full Text Online

3. Organization, Not Inspiration: A Historical Perspective of Musical Information Architecture 2019

   https://ncsu.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwpV07T8MwED5Bu7DwKEgU2soDYsJqHnbisKAIUYFUHhIwMVi1HW_QAuX_c3acNl1YWJ0oD3_n89357juAM84V6rwZuqmo6ijuUBbXnDVU80iLGVcoRdVmMKfOJnS1MAHfRi16XW3m2oXJx-gpiCJDg0FcLT6paxzlDlhDF41t6MboQDtRv48fV2EWz8Lr24q6FDqaM8bqAjqe5_F4NYbCEhc0pXEWb25QLf2chk1nsgfvzef6XBPX4aCddD_2RIee3aIhdfzXr-3DbrBOSVmL0wFsVR89GIbaBnJOQvGSA5MErdCDru8VfQhv7brOC_IwX-L99UE-DlySkqw5ScjTusiTzC3xj8Dh9gvK1hnHEbxObl6ub2no3UA1WiRLKlRhhBZRyqzNBE8YCgvOeGI4S5QtIpUnM56JKtOMq6pCq0InFs2HQuVosaEPdQwkTVJdmEgrx2IY20JV1lhj1Iyl2qAj1gfaICUXNTeHRJ_GISsdstIhKx2yMpWIbB8GzeTLsFK_5XrmT_6-fAo7Xkh8-GUAneXXTzWEjgN9BN1y-jy9G3nZ-wU82eIF

   Freeman, Graham; Glushko, Robert J.

   Knowledge Organization, Vol. 46, Issue 3, pp. 161 - 170.

   The organization of musical resources in a piece of music is opaque for everyone but for those with the highest levels of musical education. For the average listener, the specific vocabulary of mus... Read more

   The organization of musical resources in a piece of music is opaque for everyone but for those with the highest levels of musical education. For the average listener, the specific vocabulary of musical organization is usually replaced by metaphorical language relating to inspiration and musical affect, or by a social perspective that rids the music of its specific theoretical language and provides a more relatable perspective of the music as a historical and communal event. We examine the ways in which information architecture and organizational theory can surface the inner workings of music in a relatable and approachable way. We consider music as a series of design resources that composers draw upon and organize according to a series of constraints that create a sense of musical structure to which the listener can relate. After a general introduction to the literature relating to constraints and creativity, we use two historical anecdotes that provide accessible demonstrations of how musicians in the seventeenth and twentieth centuries organized their musical resources both for their own compositional needs and for the purposes of didactic communication. Read less

   Journal Article  |  Full Text Online

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