Boundary Objects in Sales and Delivery Process

Marja Liinasuo; Maiju Aikala

doi:10.1145/2788412.2788428

Boundary Objects in Sales and Delivery Process

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific › peer-review

Abstract

Sales and delivery process is one means to support customer's positive (user) experience, facilitating an efficient process proceeding and good customer-supplier relationship also after the process. We studied the role and content of boundary objects by investigating them within the concrete framework of sales and delivery process phases, each with objectives defined differently for the contributing parties of supplier and customer. The process phases as well as the objectives and boundary objects in each phase were identified by interviewing professionals performing conceptual or field work in a company selling machinery to process industry globally. Furthermore, boundary objects are scrutinised from the perspective of categorisation created in this study. As a result, the type of boundary objects which is expected to be designed the best was found to be the one requiring development the most as well.

Original language	English
Title of host publication	ECCE '15 Proceedings of the European Conference on Cognitive Ergonomics 2015
Publisher	Association for Computing Machinery ACM
ISBN (Print)	978-1-4503-3612-3
DOIs	https://doi.org/10.1145/2788412.2788428
Publication status	Published - 2015
MoE publication type	A4 Article in a conference publication
Event	33rd European Conference on Cognitive Ergonomics, ECCE 2015 - Warsaw, Poland Duration: 1 Jul 2015 → 3 Jul 2015 Conference number: 33

Conference

Conference	33rd European Conference on Cognitive Ergonomics, ECCE 2015
Abbreviated title	ECCE 2015
Country	Poland
City	Warsaw
Period	1/07/15 → 3/07/15

Keywords

boundary object
touchpoint
user experience
sales
delivery

Access to Document

10.1145/2788412.2788428

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Cite this

Liinasuo, M., & Aikala, M. (2015). Boundary Objects in Sales and Delivery Process. In ECCE '15 Proceedings of the European Conference on Cognitive Ergonomics 2015 [16] Association for Computing Machinery ACM. https://doi.org/10.1145/2788412.2788428

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