Digitally-enhanced services for the elderly

Juha Häikiö, Arto Wallin, Minna Isomursu

    Research output: Contribution to journalArticleScientificpeer-review

    Abstract

    During the last decades, both the public and private sectors have started adopting ICT not only for back office service management, but also for end-user service access. ICT-supported digitally-enhanced services can provide benefits both for service providers in the form of more efficient service delivery and management and for the customers in the form of better service access and availability. The research presented in this paper explores issues related to bringing digital service access points into the everyday lives of elderly users and examines the effects of digitally-enhanced services. The paper analyses two case studies exploring digitally-enhanced services that aim to help elderly people in their everyday lives. The results indicate that the analysed services can improve the efficiency of the service processes. However, service efficiency does not directly translate into a better service experience for the user. For achieving significant improvements in the lives of the elderly, other value measures and better understanding of service value potential from the viewpoint of elderly users are needed.
    Original languageEnglish
    Pages (from-to)232-249
    Number of pages18
    JournalInternational Journal of Services Sciences
    Volume3
    Issue number2-3
    DOIs
    Publication statusPublished - 2010
    MoE publication typeA1 Journal article-refereed

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    Keywords

    • Digital services
    • elderly users
    • near field communication
    • NFC
    • service process
    • service providers
    • services
    • ICT
    • service efficiency
    • service value
    • independent living
    • mobile phones
    • cell phones
    • mixed reality interface

    Cite this

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    title = "Digitally-enhanced services for the elderly",
    abstract = "During the last decades, both the public and private sectors have started adopting ICT not only for back office service management, but also for end-user service access. ICT-supported digitally-enhanced services can provide benefits both for service providers in the form of more efficient service delivery and management and for the customers in the form of better service access and availability. The research presented in this paper explores issues related to bringing digital service access points into the everyday lives of elderly users and examines the effects of digitally-enhanced services. The paper analyses two case studies exploring digitally-enhanced services that aim to help elderly people in their everyday lives. The results indicate that the analysed services can improve the efficiency of the service processes. However, service efficiency does not directly translate into a better service experience for the user. For achieving significant improvements in the lives of the elderly, other value measures and better understanding of service value potential from the viewpoint of elderly users are needed.",
    keywords = "Digital services, elderly users, near field communication, NFC, service process, service providers, services, ICT, service efficiency, service value, independent living, mobile phones, cell phones, mixed reality interface",
    author = "Juha H{\"a}iki{\"o} and Arto Wallin and Minna Isomursu",
    note = "Project code: 31171",
    year = "2010",
    doi = "10.1504/IJSSCI.2010.032225",
    language = "English",
    volume = "3",
    pages = "232--249",
    journal = "International Journal of Services Sciences",
    issn = "1753-1446",
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    }

    Digitally-enhanced services for the elderly. / Häikiö, Juha; Wallin, Arto; Isomursu, Minna.

    In: International Journal of Services Sciences, Vol. 3, No. 2-3, 2010, p. 232-249.

    Research output: Contribution to journalArticleScientificpeer-review

    TY - JOUR

    T1 - Digitally-enhanced services for the elderly

    AU - Häikiö, Juha

    AU - Wallin, Arto

    AU - Isomursu, Minna

    N1 - Project code: 31171

    PY - 2010

    Y1 - 2010

    N2 - During the last decades, both the public and private sectors have started adopting ICT not only for back office service management, but also for end-user service access. ICT-supported digitally-enhanced services can provide benefits both for service providers in the form of more efficient service delivery and management and for the customers in the form of better service access and availability. The research presented in this paper explores issues related to bringing digital service access points into the everyday lives of elderly users and examines the effects of digitally-enhanced services. The paper analyses two case studies exploring digitally-enhanced services that aim to help elderly people in their everyday lives. The results indicate that the analysed services can improve the efficiency of the service processes. However, service efficiency does not directly translate into a better service experience for the user. For achieving significant improvements in the lives of the elderly, other value measures and better understanding of service value potential from the viewpoint of elderly users are needed.

    AB - During the last decades, both the public and private sectors have started adopting ICT not only for back office service management, but also for end-user service access. ICT-supported digitally-enhanced services can provide benefits both for service providers in the form of more efficient service delivery and management and for the customers in the form of better service access and availability. The research presented in this paper explores issues related to bringing digital service access points into the everyday lives of elderly users and examines the effects of digitally-enhanced services. The paper analyses two case studies exploring digitally-enhanced services that aim to help elderly people in their everyday lives. The results indicate that the analysed services can improve the efficiency of the service processes. However, service efficiency does not directly translate into a better service experience for the user. For achieving significant improvements in the lives of the elderly, other value measures and better understanding of service value potential from the viewpoint of elderly users are needed.

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    KW - near field communication

    KW - NFC

    KW - service process

    KW - service providers

    KW - services

    KW - ICT

    KW - service efficiency

    KW - service value

    KW - independent living

    KW - mobile phones

    KW - cell phones

    KW - mixed reality interface

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    DO - 10.1504/IJSSCI.2010.032225

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