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Involvement Practices in Persuasive Service Encounters: The Case of Home Security Advice


Dolata, Mateusz; Schwabe, Gerhard (2017). Involvement Practices in Persuasive Service Encounters: The Case of Home Security Advice. In: 25th European Conference on Information Systems (ECIS), Guimarães, Portugal, 5 June 2017 - 10 June 2017.

Abstract

Advisors providing non-commercial service encounters are neither trained nor explicitly incentivized to persuade the advisee. However, a whole range of encounters may benefit from enhanced persuasiveness to prevent the advisee from taking counterproductive decisions. Persuasion literature from the field of social psychology points to the persuadee’s involvement as a central factor of persuasive effect. Never- theless, little is known on how persuader addresses persuadee’s involvement and how those efforts can be supported by means of modern technology, especially in the non-commercial service encounters. Based on a detailed analysis of experimental service encounters and supported by the in situ studies of real advisory sessions, this study identifies a set of involvement practices, i.e., conversational practices that advisors engage in when trying to improve the advisee’s involvement and illustrates how these practices can be afforded with modern multimedia technology. Thereby, the manuscript proposes to bridge the notions of involvement from the conversation studies and from the persuasion literature. By pointing to the influence of IT on persuasive behaviour in service encounters, it brings together the concept of persuasive technology and service support as a subfield of IS. The manuscript offers novel perspective for framing the conversations and the practices in service encounters.

Abstract

Advisors providing non-commercial service encounters are neither trained nor explicitly incentivized to persuade the advisee. However, a whole range of encounters may benefit from enhanced persuasiveness to prevent the advisee from taking counterproductive decisions. Persuasion literature from the field of social psychology points to the persuadee’s involvement as a central factor of persuasive effect. Never- theless, little is known on how persuader addresses persuadee’s involvement and how those efforts can be supported by means of modern technology, especially in the non-commercial service encounters. Based on a detailed analysis of experimental service encounters and supported by the in situ studies of real advisory sessions, this study identifies a set of involvement practices, i.e., conversational practices that advisors engage in when trying to improve the advisee’s involvement and illustrates how these practices can be afforded with modern multimedia technology. Thereby, the manuscript proposes to bridge the notions of involvement from the conversation studies and from the persuasion literature. By pointing to the influence of IT on persuasive behaviour in service encounters, it brings together the concept of persuasive technology and service support as a subfield of IS. The manuscript offers novel perspective for framing the conversations and the practices in service encounters.

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Additional indexing

Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Language:English
Event End Date:10 June 2017
Deposited On:03 Jul 2017 08:56
Last Modified:03 Jul 2017 08:57
Publisher:ECIS
ISBN:978-989-207655
Other Identification Number:merlin-id:14987

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