{"id":"https://openalex.org/W3093499524","doi":"https://doi.org/10.1145/3415191","title":"Advisory Service Support that Works","display_name":"Advisory Service Support that Works","publication_year":2020,"publication_date":"2020-10-14","ids":{"openalex":"https://openalex.org/W3093499524","doi":"https://doi.org/10.1145/3415191","mag":"3093499524"},"language":"en","primary_location":{"id":"doi:10.1145/3415191","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3415191","pdf_url":null,"source":{"id":"https://openalex.org/S4210183893","display_name":"Proceedings of the ACM on Human-Computer Interaction","issn_l":"2573-0142","issn":["2573-0142"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the ACM on Human-Computer Interaction","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":null,"any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5028332151","display_name":"Mateusz Dolata","orcid":"https://orcid.org/0000-0002-2732-4465"},"institutions":[{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Mateusz Dolata","raw_affiliation_strings":["University of Zurich, Zurich, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Zurich, Zurich, Switzerland","institution_ids":["https://openalex.org/I202697423"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5037372740","display_name":"Doris Agotai","orcid":"https://orcid.org/0000-0002-1404-443X"},"institutions":[{"id":"https://openalex.org/I2972652528","display_name":"FHNW University of Applied Sciences and Arts Northwestern Switzerland","ror":"https://ror.org/04mq2g308","country_code":"CH","type":"education","lineage":["https://openalex.org/I2972652528"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Doris Agotai","raw_affiliation_strings":["University of Applied Sciences and Arts Northwestern Switzerland, Windisch, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Applied Sciences and Arts Northwestern Switzerland, Windisch, Switzerland","institution_ids":["https://openalex.org/I2972652528"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5012788427","display_name":"Simon Schubiger","orcid":"https://orcid.org/0000-0002-6723-6873"},"institutions":[{"id":"https://openalex.org/I2972652528","display_name":"FHNW University of Applied Sciences and Arts Northwestern Switzerland","ror":"https://ror.org/04mq2g308","country_code":"CH","type":"education","lineage":["https://openalex.org/I2972652528"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Simon Schubiger","raw_affiliation_strings":["University of Applied Sciences and Arts Northwestern Switzerland, Windisch, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Applied Sciences and Arts Northwestern Switzerland, Windisch, Switzerland","institution_ids":["https://openalex.org/I2972652528"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5059353526","display_name":"Gerhard Schwabe","orcid":"https://orcid.org/0000-0002-0453-9762"},"institutions":[{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Gerhard Schwabe","raw_affiliation_strings":["University of Zurich, Zurich, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Zurich, Zurich, Switzerland","institution_ids":["https://openalex.org/I202697423"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.9067,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.81051017,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"4","issue":"CSCW2","first_page":"1","last_page":"22"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9887999892234802,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9887999892234802,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9861999750137329,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9842000007629395,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5738195180892944},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5501983761787415},{"id":"https://openalex.org/keywords/transparency","display_name":"Transparency (behavior)","score":0.5480107665061951},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5380942225456238},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4896722137928009},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.4583245515823364},{"id":"https://openalex.org/keywords/service-system","display_name":"Service system","score":0.4552158713340759},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.45289769768714905},{"id":"https://openalex.org/keywords/documentation","display_name":"Documentation","score":0.45113641023635864},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.43453115224838257},{"id":"https://openalex.org/keywords/interpersonal-communication","display_name":"Interpersonal communication","score":0.42238736152648926},{"id":"https://openalex.org/keywords/financial-services","display_name":"Financial services","score":0.4135414659976959},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.37429049611091614},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.32173487544059753},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2387142777442932},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.1717979609966278},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.13805556297302246},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.13711899518966675}],"concepts":[{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5738195180892944},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5501983761787415},{"id":"https://openalex.org/C2780233690","wikidata":"https://www.wikidata.org/wiki/Q535347","display_name":"Transparency (behavior)","level":2,"score":0.5480107665061951},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5380942225456238},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4896722137928009},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4583245515823364},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.4552158713340759},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.45289769768714905},{"id":"https://openalex.org/C56666940","wikidata":"https://www.wikidata.org/wiki/Q788790","display_name":"Documentation","level":2,"score":0.45113641023635864},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.43453115224838257},{"id":"https://openalex.org/C164850336","wikidata":"https://www.wikidata.org/wiki/Q3685487","display_name":"Interpersonal communication","level":2,"score":0.42238736152648926},{"id":"https://openalex.org/C139043278","wikidata":"https://www.wikidata.org/wiki/Q837171","display_name":"Financial services","level":2,"score":0.4135414659976959},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.37429049611091614},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.32173487544059753},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2387142777442932},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1717979609966278},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.13805556297302246},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.13711899518966675},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1145/3415191","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3415191","pdf_url":null,"source":{"id":"https://openalex.org/S4210183893","display_name":"Proceedings of the ACM on Human-Computer Interaction","issn_l":"2573-0142","issn":["2573-0142"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the ACM on Human-Computer Interaction","raw_type":"journal-article"},{"id":"pmh:oai:www.zora.uzh.ch:191605","is_oa":true,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306401281","display_name":"Zurich Open Repository and Archive (University of Zurich)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I202697423","host_organization_name":"University of Zurich","host_organization_lineage":["https://openalex.org/I202697423"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Dolata, Mateusz; Agotai, Doris; Schubiger, Simon; Schwabe, Gerhard  (2020). Advisory service support that works enhancing service quality with a mixed-reality system.  PACM on Human-Computer Interaction, 4(CSCW2):120:1-120:22.","raw_type":"info:eu-repo/semantics/acceptedVersion"},{"id":"doi:10.5167/uzh-191605","is_oa":true,"landing_page_url":"https://doi.org/10.5167/uzh-191605","pdf_url":null,"source":{"id":"https://openalex.org/S7407051291","display_name":"Universit\u00e4t Z\u00fcrich, ZORA","issn_l":null,"issn":[],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"pmh:oai:www.zora.uzh.ch:191605","is_oa":true,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306401281","display_name":"Zurich Open Repository and Archive (University of Zurich)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I202697423","host_organization_name":"University of Zurich","host_organization_lineage":["https://openalex.org/I202697423"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Dolata, Mateusz; Agotai, Doris; Schubiger, Simon; Schwabe, Gerhard  (2020). Advisory service support that works enhancing service quality with a mixed-reality system.  PACM on Human-Computer Interaction, 4(CSCW2):120:1-120:22.","raw_type":"info:eu-repo/semantics/acceptedVersion"},"sustainable_development_goals":[{"score":0.4399999976158142,"display_name":"Peace, Justice and strong institutions","id":"https://metadata.un.org/sdg/16"}],"awards":[{"id":"https://openalex.org/G6713468133","display_name":null,"funder_award_id":"17716.1 PFES-ES","funder_id":"https://openalex.org/F4320327931","funder_display_name":"Innosuisse - Schweizerische Agentur f\u00fcr Innovationsf\u00f6rderung"}],"funders":[{"id":"https://openalex.org/F4320327931","display_name":"Innosuisse - Schweizerische Agentur f\u00fcr Innovationsf\u00f6rderung","ror":"https://ror.org/05a2bhn71"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W27487787","https://openalex.org/W135070850","https://openalex.org/W1482795035","https://openalex.org/W1498952789","https://openalex.org/W1503538032","https://openalex.org/W1503616728","https://openalex.org/W1593042409","https://openalex.org/W1968722435","https://openalex.org/W1981324120","https://openalex.org/W1995228248","https://openalex.org/W2004578128","https://openalex.org/W2023412552","https://openalex.org/W2027547513","https://openalex.org/W2045426169","https://openalex.org/W2046412804","https://openalex.org/W2046500054","https://openalex.org/W2059084114","https://openalex.org/W2061978010","https://openalex.org/W2079127878","https://openalex.org/W2083192553","https://openalex.org/W2087144480","https://openalex.org/W2089787431","https://openalex.org/W2093505263","https://openalex.org/W2094222241","https://openalex.org/W2114030807","https://openalex.org/W2118369420","https://openalex.org/W2122122381","https://openalex.org/W2135304488","https://openalex.org/W2136088423","https://openalex.org/W2138400128","https://openalex.org/W2143478838","https://openalex.org/W2155167238","https://openalex.org/W2170749155","https://openalex.org/W2172098379","https://openalex.org/W2419658416","https://openalex.org/W2483615756","https://openalex.org/W2496415706","https://openalex.org/W2558756419","https://openalex.org/W2572200226","https://openalex.org/W2594289808","https://openalex.org/W2601326086","https://openalex.org/W2610653019","https://openalex.org/W2728595937","https://openalex.org/W2768766141","https://openalex.org/W2793349611","https://openalex.org/W2798520815","https://openalex.org/W2808278263","https://openalex.org/W2932063464","https://openalex.org/W2948337695","https://openalex.org/W4206434639","https://openalex.org/W4251849598","https://openalex.org/W4252128010","https://openalex.org/W4256740660","https://openalex.org/W4299623448","https://openalex.org/W6605478260","https://openalex.org/W6665249120"],"related_works":["https://openalex.org/W2549510740","https://openalex.org/W2808736867","https://openalex.org/W2154017244","https://openalex.org/W2168158826","https://openalex.org/W2034170328","https://openalex.org/W2259637914","https://openalex.org/W4243713506","https://openalex.org/W4247942852","https://openalex.org/W2301887030","https://openalex.org/W2715808470"],"abstract_inverted_index":{"Modern":[0],"information":[1,50,76,186],"technology":[2,25,51],"promises":[3],"to":[4,129,170],"improve":[5,130,206],"service":[6,71,132,173],"encounters":[7],"through":[8],"automated":[9],"documentation":[10],"or":[11],"better":[12],"decision":[13],"traceability.":[14],"At":[15],"the":[16,31,37,59,62,70,86,120,136,143,154,160,198,213,219],"same":[17],"time,":[18],"research":[19],"suggests":[20],"a":[21,54,108,116,124,191,202],"negative":[22,55],"impact":[23,56],"of":[24,39,80,88,123,153,201,218],"on":[26,57],"human-to-human":[27],"advisory":[28,91,126,158],"services:":[29],"including":[30],"possibility":[32],"that":[33,114,190],"computers":[34,89],"might":[35,52,65,205],"degrade":[36],"quality":[38,133,174,200],"interpersonal":[40,105],"communication":[41],"and":[42,95,98,150,175,179,209,215],"reinforce":[43],"unpleasant":[44],"behaviors.":[45],"Consequently,":[46],"despite":[47],"obvious":[48],"improvements,":[49],"have":[53],"how":[58],"participants":[60],"perceive":[61],"service.":[63,155,220],"This":[64,82,110,188],"imply":[66],"serious":[67],"consequences":[68],"for":[69,102,142,212],"provider:":[72],"dissatisfied":[73],"clients,":[74],"ineffective":[75],"exchange,":[77],"and/or":[78],"lack":[79],"transparency.":[81,187],"scenario":[83],"slows":[84],"down":[85],"diffusion":[87],"into":[90],"services":[92,106,137,167],"in":[93,104],"banks":[94],"insurance":[96],"companies,":[97],"so":[99],"designing":[100],"systems":[101],"use":[103],"remains":[107],"challenge.":[109],"article":[111],"provides":[112],"evidence":[113],"LivePaper,":[115],"system":[117,194],"designed":[118,193],"alongside":[119],"material":[121],"practices":[122],"financial":[125],"encounter,":[127],"helps":[128],"important":[131],"dimensions,":[134],"making":[135],"not":[138,195],"only":[139,196],"more":[140],"pleasant":[141],"participants,":[144],"but":[145,204],"also":[146],"improving":[147],"key":[148],"marketing":[149,214],"business":[151,216],"metrics":[152],"In":[156],"experimental":[157],"services,":[159],"sessions":[161],"supported":[162],"with":[163,168],"LivePaper":[164],"outperformed":[165],"conventional":[166],"regard":[169],"overall":[171],"bank":[172],"satisfaction,":[176],"salesperson":[177],"listening":[178],"interaction":[180],"rating":[181],"scores,":[182],"as":[183,185],"well":[184],"shows":[189],"carefully":[192],"preserves":[197],"perceived":[199],"service,":[203],"it":[207],"objectively,":[208],"has":[210],"implications":[211],"value":[217]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}