We have performed an ethnographic study that reveals the importance of social interaction, and especially traffic encounters, for the enjoyment of biking. We summarized these findings into a set of design requirements for a service supporting mobile interaction among motorcyclists. The Hocman prototype is designed to meet these requirements. It is an application for handheld devices equipped wi...

Involvement of medical technologies in healthcare encounters calls for a critical analysis of the communicative expertise of healthcare personnel dealing with the technology while communicating with patients. This paper explores how a discourse analytic approach, activity analysis, is fruitful when identifying what characterizes human interaction involving medical technologies. The paper sugges...

This study proposes an efficient service delivery system using a blueprinting approach to service innovation in private educational institutions. This case study presents a flow chart based on administration blueprinting of a private preparatory school for college entrance examination, located in South Korea, to streamline process criteria based on administrative procedures for students and the...

Many service encounters that employees previously managed are being transformed into technology-enabled self-service interactions, including those in the banking sector. However, scholarly work has not paid sufficient attention to studying Self-Service Technologies (SSTs) encounters. Thus, purpose of this study is investigate practices customers engage co-creating value with SSTs sector, along ...

Before gaming organizations can initiate efforts to service their customers, they must be able to effectively manage the service encounter. Although every service encounter is not necessarily critical to satisfaction, it is not always obvious which are crucial to the customer and which are not. Using critical incidents reported by gaming customers and employees, this study identifies service en...

Service providers use impression management strategies to engender satisfaction and repeat business in customers. Managing emotional expressions is one strategy to meet those goals. We extended research on the ‘‘Duchenne Smile’’ to see if authenticity of employee expressions influenced the impressions formed of the employee s friendliness and the overall satisfaction with the encounter. Further...

By performing tasks traditionally fulfilled by service personnel in physical settings and having a humanlike appearance, virtual customer service agents seem to bring classical service personnel characteristics to the online service encounter, which in turn may elicit social responses and feelings of personalization. This paper sheds light on these dynamics by proposing and testing a nomologica...

Background. A service encounter is the moment that a client directly interacts with a service firm. It is a social-oriented activity that an in-depth analysis of how the client behaved can contribute to the service quality. Objective. The primary objective of this study was to cluster the CLT into groups. The secondary objective was to discover the sequence of question types that asked in each ...