[go: up one dir, main page]
More Web Proxy on the site http://driver.im/
Skip to main content

Addressing Marketing Requirements in User-Interface Design for Multiple Platforms

  • Conference paper
Interactive Systems. Design, Specification, and Verification (DSV-IS 2003)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 2844))

Abstract

The commercial use of the Internet for service provision has deeply changed the environment where human-computer interaction takes place. Web interfaces are now integrated in overall service provision, and are designed for a huge and diversified set of potential users, in an uncontrolled context.

With the aim of understanding customer interaction needs and improving the methods of requirements elicitation in the web context, a qualitative study of a multi-channel Portuguese bank was made. The results obtained so far indicate that Interaction Design and Services Marketing have strong complementarities. The Marketing perspective is especially useful with regard to the study of customer experience requirements, which are increasingly influential in customer decisions to adopt Internet services. Essential use cases are also very useful in the multiple platform service context, as they allow the elicitation of experience requirements in a technology-independent way, and therefore allow an integrated management of the different interaction channels.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Subscribe and save

Springer+ Basic
£29.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Chapter
GBP 19.95
Price includes VAT (United Kingdom)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
GBP 35.99
Price includes VAT (United Kingdom)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
GBP 44.99
Price includes VAT (United Kingdom)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Similar content being viewed by others

References

  1. Parasuraman, A., Grewal, D.: Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview. Journal of the Academy of Marketing Science 28(1), 9–16 (2000)

    Article  Google Scholar 

  2. Bitner, M.J., Brown, S., Meuter, M.L.: Technology Infusion in Service Encounters. Academy of Marketing Science 28(1), 138–149 (2000)

    Article  Google Scholar 

  3. Nielsen, J.: Designing Web Usability: The Practice of Simplicity. New Riders Publishing, Indianapolis (2000)

    Google Scholar 

  4. Preece, J., Rogers, Y., Sharp, H.: Interaction Design: Beyond Human-Computer Interaction. John Wiley & Sons, New York (2000)

    Google Scholar 

  5. Norman, D.A.: Progress Report: Emotional Design; Why We Love (or Hate) Everyday Things (2003), http://www.jnd.org/books.html#E&Dbook_notes

  6. Loiacono, E.T.: WebQual?: A Web site quality instrument. Unpublished doctoral thesis, University of Georgia (2000)

    Google Scholar 

  7. Yoo, B., Donthu, N.: Developing a Scale to Measure the Perceived Quality of an Inter-net Shopping Site (SITEQUAL). Quarterly Journal of Electronic Commerce 2(1), 31–45 (2001)

    Google Scholar 

  8. Zeithaml, V.A., Parasuraman, A., Malhotra, A.: Service Quality Delivery through Web Sites: A Critical View of Extant Knowledge. Journal of the Academy of Marketing Science 30(4), 362–375 (2002)

    Article  Google Scholar 

  9. Shneiderman, B.: Designing the User Interface: Strategies for Effective Human-Computer Interaction, 3rd edn. Addison-Wesley, Reading (1998)

    Google Scholar 

  10. Taylor, A.: IT Projects: Sink or Swim, The Computer Bulletin, January 24-26 (2000)

    Google Scholar 

  11. Browne, G.J., Rogich, M.B.: An Empirical Investigation of User Requirements Elicitation: Comparing the Effectiveness of Prompting Techniques. Journal of Management Information Systems 17(4), 223–249 (2001)

    Google Scholar 

  12. Fisk, R.P., Grove, S.J., John, J.: Interactive Services Marketing. Houghton Mifflin Company, Boston (2001)

    Google Scholar 

  13. Norman, D.A.: The Invisible Computer. The MIT Press, Cambridge (1998) (3rd printing)

    Google Scholar 

  14. Raskin, J.: The Humane Interface: New Directions for Designing Interactive Systems. Addison Wesley, Reading (2000)

    Google Scholar 

  15. Zeithaml, V.A.: Service Excellence in Electronic Channels. Managing Service Quality 12(3), 135–138 (2002)

    Article  Google Scholar 

  16. Brown, S.W., Fisk, R.P., Bitner, M.J.: The Development and Emergence of Services Marketing Thought. International Journal of Service Industry Management 5(1), 22–48 (1994)

    Article  Google Scholar 

  17. Dertouzos, M.L., Lester, R.K., Solow, R.M.: Made in America: Regaining the Productivity Edge. MIT Press, Cambridge (1989)

    Google Scholar 

  18. Parasuraman, A., Berry, L., Zeithaml, V.: SERVQUAL: A Multi-item scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64(2), 12–37 (1988)

    Google Scholar 

  19. Ulwick, A.W.: Turn Customer Input into Innovation. Harvard Business Review, 91–97 (January 2002)

    Google Scholar 

  20. Parasuraman, A., Zinkhan, G.M.: Marketing and Serving Customers through the Internet: An Overview and Research Agenda. Journal of the Academy of Marketing Science 30(4), 286–295 (2002)

    Article  Google Scholar 

  21. Strauss, A., Corbin, J.: Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory, 2nd edn. Sage Publications, Thousand Oaks (1998)

    Google Scholar 

  22. Krueger, R.A.: Focus Groups: A Practical Guide for Applied Research, 2nd edn. Sage Publications, Thousand Oaks (1994)

    Google Scholar 

  23. Patrício, L., Cunha, Fisk, J.F.: The Relevance of User Experience Require-ments in Interface Design: A Study of Internet Banking. In: Piattini, M., Cernuzzi, L., Ruíz, F. (eds.) Proceedings of IDEAS 2003 - 6˚ Workshop Iberoamericano de In-geniería de Requisitos y Ambientes Software, pp. 39–49 (2003a)

    Google Scholar 

  24. Constantine, L.L., Lockwood, L.A.D.: Structure and Style in Use Cases for User Interface Design. In: Harmelen, M.V. (ed.) Object Modeling and User Interface Design, pp. 245–280. Addison-Wesley, Boston (2001)

    Google Scholar 

  25. Bidle, R., Noble, J., Tempero, E.: Essential Use Cases and Responsibility in Object-Oriented Development. In: Conferences in Research and Practice in Information technology, vol. 4, pp. 7–16 (2002)

    Google Scholar 

  26. Solomon, M., Bamossy, G., Askegaard, S.: Consumer Behaviour: A European Perspective. Financial Times Prentice Hall, Harlow (1998)

    Google Scholar 

  27. Kolesar, M.B., Galbraith, R.W.: A Services-marketing Perspective on E-Retailing: Implications for E-Retailers and Directions for Further Research. Internet Research: Elec-tronic Networking Applications and Policy 10(5), 424–438 (2000)

    Article  Google Scholar 

  28. Peterson, R.A., Balasubramanian, S.: Exploring the Implications of the Internet for Consumer Marketing. Journal of the Academy of Marketing Science 25(4), 329–347 (1997)

    Article  Google Scholar 

  29. Yakhlef, A.: Does the Internet Compete with or Complement Bricks-and-mortar Bank Branches? International Journal of Retail & Distribution Management 2(6), 272–281 (2001)

    Article  Google Scholar 

  30. Keen, C., Ruyter, K.D., Wetzels, M.: An Empirical Analysis of Consumer Preferences Regarding Alternative Service Delivery Modes in Emerging Electronic Service Markets. Quarterly Journal of Electronic Commerce 1(1), 31–47 (2000)

    Google Scholar 

  31. Beckett, A., Hewer, P., Howcroft, B.: An exposition of Consumer Behavior in Finan-cial Services. The International Journal of Education Management 18(2), 15–26 (2000)

    Google Scholar 

  32. Krishnan, M.S., Ramaswamy, V.: Customer Satisfaction for Financial Service: The Role of Products, Services, and Information Technology. Management Science 45(9), 1194–1200 (1999)

    Article  Google Scholar 

  33. Patrício, L., Cunha, J.F., Fisk, R.P., Pastor, O.: Essential Use Cases in the Design of Multi-Channel Service Offerings: A Study of Internet Banking. In: Cueva Lovelle, J.M., Rodríguez, B.M.G., Gayo, J.E.L., del Pueto Paule Ruiz, M., Aguilar, L.J. (eds.) ICWE 2003. LNCS, vol. 2722. Springer, Heidelberg (2003b)

    Chapter  Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 2003 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

Patrício, L., Falcão e Cunha, J., Fisk, R.P., Nunes, N.J. (2003). Addressing Marketing Requirements in User-Interface Design for Multiple Platforms. In: Jorge, J.A., Jardim Nunes, N., Falcão e Cunha, J. (eds) Interactive Systems. Design, Specification, and Verification. DSV-IS 2003. Lecture Notes in Computer Science, vol 2844. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-39929-2_23

Download citation

  • DOI: https://doi.org/10.1007/978-3-540-39929-2_23

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-20159-5

  • Online ISBN: 978-3-540-39929-2

  • eBook Packages: Springer Book Archive

Publish with us

Policies and ethics