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The diffusion of WOZ: expanding the topology of IS innovations

机译：WOZ的传播：扩展IS创新的拓扑

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The growth and diffusion of self-service technology (SST) over the last decade has resulted in an increasing number of business and government transactions being completed without human assistance. One innovation in this area, the speech-enabled business system, is characterised by complex implementations that bring together language-processing technologies, applications development, and end-user psychology. A resulting secondary innovation, the Wizard-of-OZ (WOZ) experiment is a valuable technique for simulating and building human-machine prototypes to ensure successful deployment of the completed service. The objective of the paper is to examine these innovations in relation to the changing business landscape; the technology and innovation literature, and the population of likely adopters. The review is carried out by placing the authors' former experience as practitioners within current theoretical research frameworks. The result is a number of suggestions relating to both IT technology research and IT innovation research. Firstly, it proposes the simplification and diffusion of the WOZ methodology to support the growth in demand for automated e-business transactions that is mindful of human and ethical challenges. Secondly, the paper argues that because SST and business extends the traditional boundaries of the customer service function, it now needs to be incorporated into Swanson's tri-core innovation typology. The paper concludes by presenting the suggested reorientation of information systems research that incorporates an outward facing perceptive as a conceptual model.
机译：过去十年中，自助服务技术（SST）的增长和扩散导致无需人工协助即可完成越来越多的商业和政府交易。具有语音功能的业务系统是该领域的一项创新，其特征是将语言处理技术，应用程序开发和最终用户心理整合在一起的复杂实现。 OZ向导（WOZ）实验是一项由此产生的二次创新，是一种用于模拟和构建人机原型以确保成功部署完整服务的宝贵技术。本文的目的是研究与不断变化的业务环境相关的这些创新。技术和创新文献，以及可能采用该方法的人群。审查是通过将作者以前作为执业者的经验纳入当前的理论研究框架来进行的。结果是有关IT技术研究和IT创新研究的许多建议。首先，它提出了WOZ方法的简化和扩散，以支持对自动化电子商务交易需求的增长，该交易考虑了人类和道德挑战。其次，本文认为，由于SST和业务扩展了客户服务功能的传统界限，因此现在需要将其纳入Swanson的三核创新类型中。本文通过提出建议的信息系统研究方向来总结，该研究将面向外部的感知纳入概念模型。

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