Publikationen

Mit unseren Publikationen decken wir die unterschiedlichsten Forschungsbereiche ab, die sich im Feld von Mensch, Aufgabe und Technik ergeben. Neben traditionellen Themen der Wirtschaftsinformatik wie Wissensmanagement und Geschäftsprozessmanagement, finden Sie dabei auch Beiträge zu aktuellen Themen wie Blended Learning, Cloud Computing oder Smart Grids. Nutzen Sie diesen Überblick, um sich einen Eindruck über die Bandbreite und Möglichkeiten der Forschung der Wirtschaftsinformatik am Standort Essen zu verschaffen.

The Role of Quality in Sociotechnical Systems

Art der Publikation: Beitrag in Sammelwerk

The Role of Quality in Sociotechnical Systems

Autor(en):
Brogt, Tobias; Schiller, Barbara; Schuler, J. Peter M.; Eicker, Stefan
Herausgeber:
AIS
Titel des Sammelbands:
Proceedings of AMCIS 2017 - Twenty-third Americas Conference on Information Systems
Ort(e):
Boston
Veröffentlichung:
2017
Schlagworte:
Quality, sociotechnical system, service system, value co-creation, stakeholder
Link zum Volltext:
http://aisel.aisnet.org/amcis2017/SocialTechincal/Presentations/4/
Zitation:
Download RIS

Kurzfassung

Today, value is co-created in sociotechnical systems in which different stakeholders integrate resources (products and services) in an interactive process. For these systems to be successful, quality is very important. However, existing systems often fail to deliver the right level of quality, and the available quality approaches seem to be insufficient. Therefore, this paper provides insight into the role of quality by applying a service system perspective. We show that a holistic quality perception that reflects the modern expectations of stakeholders is necessary. In addition, different resources for modern services and their interaction need to be taken into account. This results in the need for quality management specific for sociotechnical systems, which integrates different existing approaches to cover these demands. Furthermore, the authors suggest future research on perceived quality and technical support in this context.