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Dr. Mikael Lind
Associate Professor
University of Borås Jönköping International Business School Linköping University |
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e-Service Innovation
Business Process Management has a strong orientation towards focusing the client of the business practice. An important standpoint is in which way the client can and should be involved in design and evaluation efforts of e-services provided by business practices. Within this research area the client of a business practice, involving private and/or public organisations, is put in focus. This could concern a single organisation or several organisations acting in networks. Closely related is also issues around e-government and services science. In order to focus the clients conception of services, both in inter-personal encounters and by the support of IT-based artifacts, i.e. self service technology, the notion of services science has been adopted. Within this research area I have worked with three specialisations; User Participation and Network Innovation, Pragmatic Conception of e-services, and Service Encounter. Some foundational publications are:
Albinsson L., Lind M., Forsgren O. (2007) "Co-Design: An approach to border crossing, Network Innovation" in Cunningham, P and Cunningham, M (Eds), Expanding the Knowledge Economy: Issues, Applications, Case Studies, Volume 4, Part 2, Amsterdam, IOS Press, pp. 977-983 [Download] (Best paper award!)
Allwood J., Lind M. (2008) Making the Web more Pragmatic - Exploring the Potential of some Pragmatic Concepts for IS Research and Development, The Inaugural meeting of The AIS Special Interest Group on Pragmatist IS Research (SIGPrag 2008) at International Conference on Information Systems (ICIS2008), France [Download]
Lind M, Goldkuhl G. (2008) "Categories of public e-services - an inquiry based on the e-diamond model" in Cunningham P., Cunningham M. (Eds.) Collaboration and the Knowledge Economy: Issues, Applications, Case Studies, IOS Press, Amsterdam, pp. 530-537 [Download]
Lind M., Forsgren O. (2008) "Co-design and Web 2.0: Theoretical foundations and application" in Cunningham P., Cunningham M. (Eds.) Collaboration and the Knowledge Economy: Issues, Applications, Case Studies, IOS Press, Amsterdam, pp. 1105-1112 [Download]
Salomonson, N., Lind M. (2006) Talking or Typing? - Using Conversation Analysis for Distinguishing the Role of Media in Service Encounters, IEEE International Conference on Services Systems and Services Management (ICSSSM06), October 25-27, Troyes, France [Download]
Other publications within the research area are:
Albinsson L., Forsgren O., Lind M. (2006) e-Me Stories & Scenarios - The Ideal Electronic Galaxy of the Student, School of Business and Informatics, University College of Borås, Sweden [Download]
Albinsson L., Forsgren O., Lind M. (2008) Towards a Co-Design Approach for Open Innovation, Designed for Co-designers workshop, Participatory Design Conference 2008 (PDC 2008), Bloomington, U.S.A [Download]
Albinsson L., Forsgren O., Lind M., Salomonson N. (2006) Analys av offentliga e-tjänster - Utvecklingen belyst av en enkät, Calistoga Research Springs Institute, Sweden
Albinsson L., Forsgren O., Lind M., Salomonson N. (2006) Public e-services: A value model & trends based on a survey, Vinnova Report 2006:15, Stockholm, Sweden [Download]
Albinsson L., Lind M., Forsgren O., Ozan H. (2006) "Turning the internet around - e-Me: The Students ideal e-Service" in Cunningham, P and Cunningham, M (Eds) Exploiting the Knowledge Economy: Issues, Applications, Case Studies Paul Cunningham and Miriam Cunningham (Eds) IOS Press, 2006 Amsterdam [Download]
Alm H., Lind M., Salomonson N., Brems M., Guth K., Karlsson P., Sundhäll R. (2008) Metod för utveckling av medborgarkontakter i Marks kommun, Marks kommun och Högskolan i Borås [Download]
Andersson B., Hedman J., Lind M. (2007) "The Adoption of Advanced Mobile Services", in Cunningham, P and Cunningham, M (Eds), Expanding the Knowledge Economy: Issues, Applications, Case Studies, Volume 4, Part 2, Amsterdam, IOS Press, pp. 1508-1514 [Download]
Edström A., Lind M., Ljungberg J. (2004) "Learning, Innovation and IT-usage – a Research Approach to Regional Development" in Sprague R. H. Jr. (Eds.) Proceedings of the 37th Annual Hawaii International Conference on System Sciences, IEEE Computer Society
Forsgren O., Hultén A., Lind M., Salomonson N., Sundström M. (2007) "Experiences from setting up an Internet Shopping Collaboratory" in Cunningham, P and Cunningham, M (Eds), Expanding the Knowledge Economy: Issues, Applications, Case Studies, Volume 4, Part 1, Amsterdam, IOS Press, pp. 850-857 [Download]
Giannakis S., Lind M., Salomonson N., Sundström M., (2008) Kundmöte 2015 - Hur framtida möten mellan Göteborg Energi och kunder kan gestalta sig, Slutrapport, Högskolan i Borås & Göteborg Energi
Giannakis S., Salomonson N., Lind M., Sundström M., (2008) Kundmöte 2015 – Befintliga kundmöten mellan Göteborg Energis kontaktcenter och kunder, Delrapport, Högskolan i Borås & Göteborg Energi
Hagberg J., Lind M., Salomonson N. (2008) Energy customers in dialogue: Exploring boundaries in energy use and environmental concern, The “Energizing markets” conference, October 30 – November 1, 2008, Copenhagen Business School, Denmark [Download]
Hedman J., Lind M., Forsgren O., Albinsson L. (2008) "Business Models for Public Private Partnership: The 3P framework" in Cunningham P., Cunningham M. (Eds.) Collaboration and the Knowledge Economy: Issues, Applications, Case Studies, IOS Press, Amsterdam, pp. 484-491 [Download]
Lind M., Albinsson L., Forsgren O., Hedman J. (2007) "Integrated Development, Use and Learning in a Co-design Setting: Experiences from the Incremental Deployment of e-Me" in Cunningham, P and Cunningham, M (Eds), Expanding the Knowledge Economy: Issues, Applications, Case Studies, Volume 4, Part 1, Amsterdam, IOS Press, pp. 773-780 [Download]
Lind M., Berglund S. (2008) e-Me - the students best friend, the 14th European University Information Systems Organisation (EUNIS) congress, EUNIS 2008 VISION IT - Visions for IT in Higher Education, University of Aarhus Universitet, Denmark [Download] (Best paper award!)
Lind M., Forsgren O., Salomonson N., Albinsson L. (2007) The e-Co Model - Citizens´Driving E-service Quality, The 51st Annual Conference of the International Society for the Systems Sciences (ISSS), Tokyo, Japan [Download]
Lind M., Salomonson N. (2006) “The Role of Virtual Servants in e-Interaction”, First International Pragmatic Web Conference (PragWeb06), 21-23 September 2006, Stuttgart, Germany [Download]
Lind M., Salomonson N. (2008) "An Efficient Customer Service – Finding a Balance Between Self-service Technology and Inter-personal Interaction", in Ågerfalk P. J., Lind M., Jacucci G. (Eds.) Proceedings of the 5th International Conference on Action in Language, Organisations, and Information Systems, University of Trento, Italy, pp. 53-68 [Download]
Lind M., Salomonson N. (2008) A Pragmatic Conception of Service Encounters, The Inaugural meeting of The AIS Special Interest Group on Pragmatist IS Research (SIGPrag 2008) at International Conference on Information Systems (ICIS2008), France [Download]
Lindell S., Lind M., Forsgren O. (2006) Students as e-Citizens - Deriving Future Needs of e-Services for Students, International Workshop on E-Services in Public Administration (WESPA2006), October 31 2006, Borås, Sweden [Download]
Salomonson N., Lind M. (2006) “IT in Service Encounters - Studying Conversations to Determine IT-enabled Actions”, 4th Intl Conf on Action in Language, Organisations and Information Systems (ALOIS), University College of Borås, Sweden [Download]
Salomonson N., Lind M. (2008) "Service encounters in 2015 – desires and needs of future customers in the Swedish energy sector" in Cunningham P., Cunningham M. (Eds.) Collaboration and the Knowledge Economy: Issues, Applications, Case Studies, IOS Press, Amsterdam, pp. 522-529 [Download]
Salomonson N., Lind M., Alm H. (2008) “How can I help you?” - The role of a virtual servant in a municipal context, SERVSIG 2008, Liverpool June 5-7 [Download]
