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Tuning in to More Interactivity – Learning from IT Support for Advisory Service Encounters


Dolata, Mateusz; Schwabe, Gerhard (2017). Tuning in to More Interactivity – Learning from IT Support for Advisory Service Encounters. i-com: Journal of Interactive Media, 16(1):23-34.

Abstract

Advisory service encounters change their character from expertise provision to interactive problem solving, thus increasingly relying on mutual and intensive interaction between the advisor and the advisee: they turn into interactive advisory service encounters. 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 expertise provision to interactive problem solving, thus increasingly relying on mutual and intensive interaction between the advisor and the advisee: they turn into interactive advisory service encounters. 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:Journal Article, refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Language:English
Date:1 April 2017
Deposited On:04 Jul 2017 12:36
Last Modified:04 Jul 2017 12:52
Publisher:De Gruyter
ISSN:1618-162X
Publisher DOI:https://doi.org/10.1515/icom-2016-0042
Official URL:https://www.degruyter.com/view/j/icom.2017.16.issue-1/icom-2016-0042/icom-2016-0042.xml?format=INT
Other Identification Number:merlin-id:14748

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