|
Title:
|
A KIOSK AS A COLLABORATIVE TECHNOLOGY IN CUSTOMER-SERVICE SITUATIONS |
|
Author(s):
|
Anna-Liisa Syrjänen, Kari Kuutti, Marianne Kinnula, Vesa Sihvola |
|
ISBN:
|
978-972-8939-92-2 |
|
Editors:
|
Piet Kommers, Eva Kasparova and Nik Bessis |
|
Year:
|
2013 |
|
Edition:
|
Single |
|
Keywords:
|
Service kiosk, video-mediated communication, cooperative situation |
|
Type:
|
Full Paper |
|
First Page:
|
27 |
|
Last Page:
|
34 |
|
Language:
|
English |
|
Cover:
|
|
|
Full Contents:
|
click to dowload 
|
|
Paper Abstract:
|
Advances in collaborative technologies in mediating cooperation situations now provide quite natural face-to-face (F2F) interaction with negotiation, information, and manipulation facilities via video-mediated communication (VMC). In measuring F2F situations, research has defined the boundaries and challenges of VMC for collaborative activities. In the context of service kiosks VMC devices have remained untapped though a basic model, design principles and certain ideas on what kind of cooperation it may be useful are given. Our case study on a new car rental service solution shows how a VMC kiosk involves cooperative partners, for what purposes they require VMC, and in what ways other kiosk devices are more appropriate. We show how these purposes unite the kiosk and VMC devices and, by measuring the kiosk use in a public place, provide our analysis aspects and remote service kiosk solutions for collaborative kiosk and service design. |
|
|
|
|
|
|
