Publication: Pen-and-paper Rituals in Service Interaction: Combining High-touch and High-tech in Financial Advisory Encounters
Pen-and-paper Rituals in Service Interaction: Combining High-touch and High-tech in Financial Advisory Encounters
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Dolata, M., Agotai, D., Schubiger, S., & Schwabe, G. (2019). Pen-and-paper Rituals in Service Interaction: Combining High-touch and High-tech in Financial Advisory Encounters. Proceedings of the ACM on Human-Computer Interaction, 3(CSCW), 224. https://doi.org/10.1145/3359326
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Advisory services are ritualized encounters between an expert and an advisee. Empathetic, high-touch relationship between those two parties was identified as the key aspect of a successful advisory encounter. To facilitate the high-touch interaction, advisors established rituals which stress the unique, individual character of each client and each single encounter. Simultaneously, organizations like banks or insurances rolled out tools and technologies for use in advisory services to offer a uniform experience and consistent quality a
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- Dolata, Mateusz
- Agotai, Doris
- Schubiger, Simon
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Citations
Dolata, M., Agotai, D., Schubiger, S., & Schwabe, G. (2019). Pen-and-paper Rituals in Service Interaction: Combining High-touch and High-tech in Financial Advisory Encounters. Proceedings of the ACM on Human-Computer Interaction, 3(CSCW), 224. https://doi.org/10.1145/3359326
