skip to main content
10.1145/1753846.1753994acmconferencesArticle/Chapter ViewAbstractPublication PageschiConference Proceedingsconference-collections
extended-abstract

Interface-to-face: sharing information with customers in service encounters

Published: 10 April 2010 Publication History

Abstract

Customers are often deprived of valuable information during face-to-face service encounters. We discuss such situations in the context of the "incidental user" and highlight the associated problems. A theoretical framework is proposed, according to which sharing information with customers would significantly enhance the service experience both by inspiring trust and by contributing to the effectiveness of the service encounter. We discuss possible HCI-related solutions to this challenge, including the use of a double screen approach as a means for presenting information to customers and enhancing collaboration between service providers and their customers.

References

[1]
Bitner, M. J., Faranda, W. T., Hubbert, A. R. and Zeithaml, V. A. Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8, 3 (1997), 193--205.
[2]
Bitner, J.B., Brown, S.W. and Meuter, M.L. Technology infusion in service encounters. Journal of the academy of marketing science, 28, 1 (2000).
[3]
Culnan, M.J. Chauffeured versus end user access to commercial databases: The effects of task and individual differences. MIS Quarterly, 7, 1 (1983), 55--65.
[4]
Curley, S. P., Yates, J. F. and Abrams, R. A. Psychological sources of ambiguity avoidance. Organizational Behavior & Human Decision Processes 38, 2 (1986), 230--256.
[5]
Curran, J.M, Meuter, M.L and Surprenant, C.F. Intentions to use technologies: A confluence of multiple attitudes. Journal of Service Research, 5, 3 (2003), 209--224.
[6]
Halloran, J. Putting it all together: information visualizations, display arrangements, and sales transactions. New Review of Information Networking, 8 (2002), 3--31.
[7]
Haytko, L.H. and Simmers, C.S. Whats your preference? Management Research News, 32, 4 (2009), 337--353.
[8]
Hutchins, E. Cognition in the Wild. Bradford: MIT Press, 1995.
[9]
Inbar, O. and Tractinsky, N. The incidental user. Interactions, 16, 4 (2009), 56--59.
[10]
Kira, A., Nichols, D. M. and Apperley, M. Human communication in customer-agent-computer interaction: Face-to-face versus over telephone, Computers in Human Behavior, 25, 1 (2009), 8--20.
[11]
Lawrence, D., Atwood, E. and Dews, S. Surrogate users: mediating between social and technical interaction. In Proc. SIGCHI 1994, 399--404.
[12]
Mayer, R.C., Davis, J.H. and Schoorman, F.D. An integrative model of organizational trust. Academy of Management Review, 20, 3 (1995), 709--734.
[13]
Meuter, M.L, Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64 (2000), 50--64.
[14]
Norman, D. A. The way I see it - signifiers, not affordances. Interactions 15, 6 (2008), 18--19.
[15]
Olsson, A.C. Understanding and enhancing customer-agent-computer interaction in customer service settings. Unpublished PhD thesis. University of Waikato. Hamilton, New Zealand, 2007.
[16]
Prahalad, C.K. and Ramaswamy, V. Co-creation experiences: the new practice in value creation. Journal of Interactive Marketing, 18, 3 (2004), 5--14.
[17]
Rust, R. and Miu, C. What academic research tells us about service. Communications of the ACM, 49, 7 (2006), 49--54.
[18]
Scaife, M., Halloran, J. and Rogers, Y. Let's work together: supporting two-party collaborations with new forms of shared interactive representations. Proc. COOP 2002, 123--138.
[19]
Yates, J. F. and Zukowski, L. G. Characterization of ambiguity in decision making. Behavioral Science, 21 (1976), 19--25.

Cited By

View all
  • (2022)How HCI Adopts Service DesignProceedings of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491102.3502128(1-14)Online publication date: 29-Apr-2022
  • (2021)How HCI Interprets Service Design: A Systematic Literature ReviewHuman-Computer Interaction – INTERACT 202110.1007/978-3-030-85616-8_16(259-280)Online publication date: 26-Aug-2021
  • (2016)Social Display...We Can See What You Are Doing On Your Mobile DeviceProceedings of the 19th ACM Conference on Computer Supported Cooperative Work and Social Computing Companion10.1145/2818052.2874323(53-56)Online publication date: 27-Feb-2016
  • Show More Cited By

Index Terms

  1. Interface-to-face: sharing information with customers in service encounters

      Recommendations

      Comments

      Information & Contributors

      Information

      Published In

      cover image ACM Conferences
      CHI EA '10: CHI '10 Extended Abstracts on Human Factors in Computing Systems
      April 2010
      2219 pages
      ISBN:9781605589305
      DOI:10.1145/1753846

      Sponsors

      Publisher

      Association for Computing Machinery

      New York, NY, United States

      Publication History

      Published: 10 April 2010

      Permissions

      Request permissions for this article.

      Check for updates

      Author Tags

      1. effectiveness
      2. incidental user
      3. information display
      4. service design
      5. services
      6. trust

      Qualifiers

      • Extended-abstract

      Conference

      CHI '10
      Sponsor:

      Acceptance Rates

      CHI EA '10 Paper Acceptance Rate 350 of 1,346 submissions, 26%;
      Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

      Upcoming Conference

      CHI 2025
      ACM CHI Conference on Human Factors in Computing Systems
      April 26 - May 1, 2025
      Yokohama , Japan

      Contributors

      Other Metrics

      Bibliometrics & Citations

      Bibliometrics

      Article Metrics

      • Downloads (Last 12 months)5
      • Downloads (Last 6 weeks)0
      Reflects downloads up to 27 Jan 2025

      Other Metrics

      Citations

      Cited By

      View all
      • (2022)How HCI Adopts Service DesignProceedings of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491102.3502128(1-14)Online publication date: 29-Apr-2022
      • (2021)How HCI Interprets Service Design: A Systematic Literature ReviewHuman-Computer Interaction – INTERACT 202110.1007/978-3-030-85616-8_16(259-280)Online publication date: 26-Aug-2021
      • (2016)Social Display...We Can See What You Are Doing On Your Mobile DeviceProceedings of the 19th ACM Conference on Computer Supported Cooperative Work and Social Computing Companion10.1145/2818052.2874323(53-56)Online publication date: 27-Feb-2016
      • (2016)Increasing Collocated People's Awareness of the Mobile User's ActivitiesProceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing10.1145/2818048.2819990(1691-1702)Online publication date: 27-Feb-2016
      • (2015)Social Displays on Mobile DevicesProceedings of the 17th International Conference on Human-Computer Interaction with Mobile Devices and Services10.1145/2785830.2785863(254-263)Online publication date: 24-Aug-2015
      • (2015)Travel Agency Desk Support System Using Interest Degree2015 IEEE 29th International Conference on Advanced Information Networking and Applications10.1109/AINA.2015.283(882-889)Online publication date: Mar-2015
      • (2011)Make a trip an experienceCHI '11 Extended Abstracts on Human Factors in Computing Systems10.1145/1979742.1979755(1243-1248)Online publication date: 7-May-2011

      View Options

      Login options

      View options

      PDF

      View or Download as a PDF file.

      PDF

      eReader

      View online with eReader.

      eReader

      Figures

      Tables

      Media

      Share

      Share

      Share this Publication link

      Share on social media