Tackling Knowledge Gaps in Digital Service Delivery

Bär, Florian (2017) Tackling Knowledge Gaps in Digital Service Delivery. In: WM1017, 5.-7 April 2017, Karlsruhe, Deutschland.

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Abstract

Today, in more and more enterprises digital services are offered to employees. An inherent characteristic of digital service is the self-service con- cept. Based on findings from a case study and academic literature, it is argued for the importance of employee knowledge when designing digital services. It is re- vealed that existing service blueprinting approach are not capable of adequately reflecting knowledge gaps. To fill this research gap, the paper proposes an agenda for future research.

Item Type: Conference or Workshop Item (Paper)
Depositing User: Nikola Ivanovic
Date Deposited: 29 Aug 2018 07:57
Last Modified: 19 Oct 2018 12:37
URI: http://eprints.win.informatik.uni-rostock.de/id/eprint/586

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