Surrogate users: mediating between social and technical interaction
CHI '94 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
What academic research tells us about service
Communications of the ACM - Services science
THE WAY I SEE IT: Signifiers, not affordances
interactions - Designing games: why and how
Human communication in customer-agent-computer interaction: Face-to-face versus over telephone
Computers in Human Behavior
interactions - The Waste Manifesto
Make a trip an experience: sharing in-car information with passengers
CHI '11 Extended Abstracts on Human Factors in Computing Systems
Hi-index | 0.00 |
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.