Ecommerce in service industries: extending the socio-technical paradigm

Yvette Blount*, Tanya Castleman, Darryl Coulthard

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review

1 Citation (Scopus)


The socio-technical framework (STF) is useful for describing how technologies are embedded in social systems and how people, groups and technologies are interrelated. This perspective, however, lacks theoretical specificity and has limited usefulness in explaining the dynamics of actual situations. In this paper we address the question of how to extend the STF to better analyze technologies in their social context. We build on the STF by including the concept of 'information ecology' and research on service provision to suggest a more empirically focused way of analyzing the relationships between people and technologies. In particular, we examine changes that have occurred as B2C eCommerce technologies have been implemented in service organizations, using case study findings from retail banking to introduce the concept of 'Coactive Commerce Systems'. This concept provides a theoretically based descriptor for understanding the technologically-mediated interrelationships between organizations and their customers.

Original languageEnglish
Title of host publicationProceedings of the 16th Australasian Conference on Information Systems, ACIS 2005
EditorsJim Underwood, Deborah Bunker, Bruce Campbell
Place of PublicationSydney
PublisherAustralasian Chapter of the Association for Information Systems
Number of pages11
ISBN (Print)097584170X
Publication statusPublished - 2005
Event16th Australasian Conference on Information Systems, ACIS - 2005 - Sydney, Australia
Duration: 29 Nov 20052 Dec 2005


Other16th Australasian Conference on Information Systems, ACIS - 2005


  • B2C
  • Banking
  • Ecommerce
  • Information ecologies
  • Is theories
  • Socio-technical theories


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