Pen-and-paper Rituals in Service Interaction

Dolata, Mateusz; Agotai, Doris; Schubiger, Simon; Schwabe, Gerhard

doi:10.1145/3359326

Cited by 11 publications

(16 citation statements)

References 54 publications

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“…By reporting on experimental evidence using various metrics from service science and marketing, and by explaining the results considering the collected qualitative data, this study shows how LivePaper, a system combining pencil selling with computing can improve a service encounter. This article complements previous research on LivePaper: whereas past research shows that LivePaper induces effective behaviors [15], this study provides evidence that the positive impact is reflected in measures relevant to the service providers.…”

Section: Introductionsupporting

confidence: 78%

Advisory Service Support that Works

Dolata

Agotai

Schubiger

et al. 2020

Proc. ACM Hum.-Comput. Interact.

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Modern information technology promises to improve service encounters through automated documentation or better decision traceability. At the same time, research suggests a negative impact of technology on human-to-human advisory services: including the possibility that computers might degrade the quality of interpersonal communication and reinforce unpleasant behaviors. Consequently, despite obvious improvements, information technology might have a negative impact on how the participants perceive the service. This might imply serious consequences for the service provider: dissatisfied clients, ineffective information exchange, and/or lack of transparency. This scenario slows down the diffusion of computers into advisory services in banks and insurance companies, and so designing systems for use in interpersonal services remains a challenge. This article provides evidence that LivePaper, a system designed alongside the material practices of a financial advisory encounter, helps to improve important service quality dimensions, making the services not only more pleasant for the participants, but also improving key marketing and business metrics of the service. In experimental advisory services, the sessions supported with LivePaper outperformed conventional services with regard to overall bank service quality and satisfaction, salesperson listening and interaction rating scores, as well as information transparency. This shows that a carefully designed system not only preserves the perceived quality of a service, but might improve it objectively, and has implications for the marketing and business value of the service.

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Section: Introductionsupporting

confidence: 78%

Advisory Service Support that Works

Dolata

Agotai

Schubiger

et al. 2020

Proc. ACM Hum.-Comput. Interact.

View full text Add to dashboard Cite

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“…Some CSCW applications permit participants to have a private view where they manipulate private data, a public view visible by all, and a customized view merging all content. Using egocentric views for private elements allows users to not disturb the workflow of other collaborators, by not [68], [88], [97], [100], [102], [107], [108], [118], [120], [122], [142], [165] ( [101]) 12 + 1 ACM CSCW 2008-2019 [12], [47], [64], [129], [139], [140] 6…”

Section: Multiple 2d Windowsmentioning

confidence: 99%

“…An expert user can also be the only one manipulating the AR space to empower the discussion this user has with, e. g., a customer or trainee [47].…”

Section: Technology Symmetrymentioning

confidence: 99%

“…Finally, SAR environments can be non-intrusive, which might be useful in contexts where people expect and are used to some pre-defined behaviors (e. g., pencil selling [47]. )…”

Section: Spatial Augmented Reality (Sar)mentioning

confidence: 99%

“…Most of the surveyed papers using SAR in all endpoints are symmetric regarding the role axis. The other work focuses on passive vs. active users [47], [102]. One interesting research question could be how SAR can permit parallel work, with users assigned to different roles.…”

Section: Spatial Augmented Reality (Sar)mentioning

confidence: 99%

See 2 more Smart Citations

Collaborative Work in Augmented Reality: A Survey

Sereno¹,

Wang²,

Besançon³

et al. 2020

IEEE Trans. Visual. Comput. Graphics

123

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In Augmented Reality (AR), users perceive virtual content anchored in the real world. It is used in medicine, education, games, navigation, maintenance, product design, and visualization, in both single-user and multi-user scenarios. Multi-user AR has received limited attention from researchers, even though AR has been in development for more than two decades. We present the state of existing work at the intersection of AR and Computer-Supported Collaborative Work (AR-CSCW), by combining a systematic survey approach with an exploratory, opportunistic literature search. We categorize 65 papers along the dimensions of space, time, role symmetry (whether the roles of users are symmetric), technology symmetry (whether the hardware platforms of users are symmetric), and output and input modalities. We derive design considerations for collaborative AR environments, and identify under-explored research topics. These include the use of heterogeneous hardware considerations and 3D data exploration research areas. This survey is useful for newcomers to the field, readers interested in an overview of CSCW in AR applications, and domain experts seeking up-to-date information.

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