التفاصيل البيبلوغرافية
| العنوان: |
Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters |
| المؤلفون: |
Pöyry, Essi, Holopainen, Jani, Parvinen, Petri, Mattila, Osmo, Tuunanen, Tuure |
| بيانات النشر: |
SAGE Publications |
| سنة النشر: |
2024 |
| المجموعة: |
JYX - Jyväskylä University Digital Archive / Jyväskylän yliopiston julkaisuarkisto |
| مصطلحات موضوعية: |
service encounter, collaboration, design science research, knowledge-intensive services, virtual reality technology, yhteistyö, asiakaslähtöisyys, virtuaalitodellisuus, asiakaspalvelu, ongelmanratkaisu, päätöksenteko |
| الوصف: |
Immersive technologies like virtual reality (VR) provide new opportunities to augment service encounters by supporting customer–service agent collaboration and problem-solving. Guided by the value cocreation and service technology infusion literature, a design science research (DSR) study is carried out with three iteratively developed versions of a VR application used to make decisions about forest management services. The aim is to develop design principles (DPs) for physical VR technology-infused service encounters. DSR produces unique knowledge on how a VR solution affects customer–service agent collaboration. In each development cycle, the problem–solution fit is evaluated, and emerging problems are addressed in the following DSR cycles. Based on interviews (N = 127) with customers and service agents of a forest management service company conducted during the DSR cycles, we show that VR technology solutions support collaboration and problem-solving in knowledge-intensive service encounters by invoking dialogue difficult to generate otherwise—especially when decision-makers are novices and service outcomes are physical and irreversible. We present three new DPs that help conceptualize how collaborative service encounters can be improved by using a developing VR technology: (1) the principle of empowerment, (2) the principle of focus, and (3) the principle of guided decision-making. ; peerReviewed |
| نوع الوثيقة: |
article in journal/newspaper |
| وصف الملف: |
application/pdf; fulltext |
| اللغة: |
English |
| تدمد: |
1094-6705 |
| Relation: |
Journal of Service Research; OnlineFirst; Pöyry, E., Holopainen, J., Parvinen, P., Mattila, O., & Tuunanen, T. (2024). Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters. Journal of Service Research , OnlineFirst . https://doi.org/10.1177/10946705241266971; CONVID_233275348 |
| الاتاحة: |
http://urn.fi/URN:NBN:fi:jyu-202408285700 |
| Rights: |
CC BY 4.0 ; © 2024 the Authors ; openAccess ; https://creativecommons.org/licenses/by/4.0/ |
| رقم الانضمام: |
edsbas.1FB5D350 |
| قاعدة البيانات: |
BASE |