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

Dolata, Mateusz ; Schwabe, Gerhard

In: i-com, 2017, vol. 16, no. 1, p. 23-33

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    Title
    • Tuning in to More Interactivity - Learning from IT Support for Advisory Service Encounters
    Author
    • Dolata, Mateusz. University of Zurich, Department of Informatics, 8050 Zurich, Switzerland
    • Schwabe, Gerhard. University of Zurich, Department of Informatics, 8050 Zurich, Switzerland
    Document Type
    • Postprint
    OAI-PMH Identifier
    • oai:doc.rero.ch:332044
    Summary
    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.