Tuning in to More Interactivity – Learning from IT Support for Advisory Service Encounters

Abstract

Advisory service encounters change their character from expertise provision to interactive problem solving, thus increasingly relying on mutual and intensive interaction between the advisor and the advisee: they turn into . Simultaneously, modern collaborative IT finds its way into service encounters as a method to engineer, enrich, and standardize them. An IT system equipped with interactive features may enhance the encounter’s interactivity, but it may also limit it by capturing participants’ attention. This study explores the influence of IT on the interactivity in advisory service encounters. It arrives at the conclusion that an extensive precedes a phase of enhanced interactivity in IT-supported advisory service encounters.