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More interactivity with IT support in advisory service encounters? - Zurich Open Repository and Archive


Dolata, Mateusz; Schwabe, Gerhard (2016). More interactivity with IT support in advisory service encounters? In: Mensch und Computer (Best Paper Award), Aachen, Germany, 4 September 2016 - 7 September 2016.

Abstract

Advisory service encounters change their character from information provision to joined problem solving, thus increasingly relying on the interactive exchange between the advisor and the advisee. Simultaneously, modern collaborative IT finds its way into service encounters as a method to engineer, enrich, and standardize them. An IT system equipped with interactive features may enhance the encounter’s interactivity, but it may also limit it by capturing participants’ attention. This study explores the influence of IT on the interactivity in advisory service encounters. It arrives at the conclusion that an extensive tuning in precedes a phase of enhanced interactivity in IT-supported advisory service encounters.

Abstract

Advisory service encounters change their character from information provision to joined problem solving, thus increasingly relying on the interactive exchange between the advisor and the advisee. Simultaneously, modern collaborative IT finds its way into service encounters as a method to engineer, enrich, and standardize them. An IT system equipped with interactive features may enhance the encounter’s interactivity, but it may also limit it by capturing participants’ attention. This study explores the influence of IT on the interactivity in advisory service encounters. It arrives at the conclusion that an extensive tuning in precedes a phase of enhanced interactivity in IT-supported advisory service encounters.

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Additional indexing

Item Type:Conference or Workshop Item (Paper), not 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:7 September 2016
Deposited On:03 Jul 2017 08:59
Last Modified:03 Jul 2017 08:59
Additional Information:Best Paper Award
Free access at:Official URL. An embargo period may apply.
Publisher DOI:https://doi.org/10.18420/muc2016-mci-0077
Official URL:http://dl.mensch-und-computer.de:8080/handle/123456789/5001?discover=true
Other Identification Number:merlin-id:14746

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