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.",
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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",
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journal = "International Journal of Services Sciences",
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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.

KW - Digital services

KW - elderly users

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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