Summary of the findings on human factor characteristics
| Human factors | |||
|---|---|---|---|
| Digital service capabilities | Experience, implicit knowledge | Skills, roles | Attitude, ability |
| Customer orientation | Experience of combining and synthesizing relevant aspects from multiple places Behavior toward open communication Behavior toward managing personal dynamics Face-to-face communication experience Building trust Experience in supporting customer change process Facilitating culture of openness | Skills to combine and sum relevant aspects from multiple places The means to keep the customer up to date Face-to-face communication skills The means to support customer change process | Attitude toward keeping the customer up to date Building trust Attitude toward supporting customer change process |
| Market orientation | Experience of finding external partners Exploring new possibilities | The means to find external partners | Keeping up with constant development Attitude toward new possibilities |
| Service orientation | Behavior toward understanding the customer’s position Ability to understand the customer’s wants | Skills to balance the customer’s wants and technical feasibility | Attitude toward empathizing with the customer Listening to the customer’s wants |
| Human factors | |||
|---|---|---|---|
| Digital service capabilities | Experience, implicit knowledge | Skills, roles | Attitude, ability |
| Customer orientation | Experience of combining and synthesizing relevant aspects from multiple places | Skills to combine and sum relevant aspects from multiple places | Attitude toward keeping the customer up to date |
| Market orientation | Experience of finding external partners | The means to find external partners | Keeping up with constant development |
| Service orientation | Behavior toward understanding the customer’s position | Skills to balance the customer’s wants and technical feasibility | Attitude toward empathizing with the customer |