A Communicative Action Analysis of Information Systems: A Sales Support System and Its Effects

Abstract

This report presents a case study of the implementation of a sales support system used by the Volvo/Renault retailers. The system is used when the car dealers are doing business with the customers. In this report the effects of the system on the business process are presented and analysed. The analysis is made from a communicative action perspective and the analyses show that the system cannot only be seen as a system that provides information to the car dealer and the customer, the system also affects the business process and the negotiation between the customer and the car dealer in a much more sophisticated way. The analysis also empasizes how important the quality of the communication is in the business process and how the system has affected this quality.

Contributors

Owen Eriksson

Conference

Publication date: July 1996

Publication date (Print): July 1996

Pages: 1-13

Affiliations

VITS

The University of Linköping

and

Dalarna University

S-78188 Borlänge Sweden

Article

DOI: 10.14236/ewic/CM1996.6

Copyright statement: © Owen Eriksson. Published by BCS Learning and Development Ltd. Proceedings of the First International Workshop on Communication Modeling, Tilburg, The Netherlands

License:

This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

Conference name: Proceedings of the First International Workshop on Communication Modeling

Conference acronym: CM

Conference number: 1

Conference location: Tilburg, The Netherlands

Conference date: 1-2 July 1996

Conference sponsor: Electronic Workshops in Computing (eWiC)

Conference theme: International Workshop on Communication Modeling

Product

Product Information: 1477-9358BCS Learning & Development

Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/CM1996.6

Self URI (journal page): https://ewic.bcs.org/

Categories

Series title: Electronic Workshops in Computing