dc.contributor.author | Pöyry, Essi | |
dc.contributor.author | Holopainen, Jani | |
dc.contributor.author | Parvinen, Petri | |
dc.contributor.author | Mattila, Osmo | |
dc.contributor.author | Tuunanen, Tuure | |
dc.date.accessioned | 2024-08-28T12:18:09Z | |
dc.date.available | 2024-08-28T12:18:09Z | |
dc.date.issued | 2024 | |
dc.identifier.citation | Pöyry, E., Holopainen, J., Parvinen, P., Mattila, O., & Tuunanen, T. (2024). Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters. <i>Journal of Service Research</i>, <i>OnlineFirst</i>. <a href="https://doi.org/10.1177/10946705241266971" target="_blank">https://doi.org/10.1177/10946705241266971</a> | |
dc.identifier.other | CONVID_233275348 | |
dc.identifier.uri | https://jyx.jyu.fi/handle/123456789/96815 | |
dc.description.abstract | 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. | en |
dc.format.mimetype | application/pdf | |
dc.language.iso | eng | |
dc.publisher | SAGE Publications | |
dc.relation.ispartofseries | Journal of Service Research | |
dc.rights | CC BY 4.0 | |
dc.subject.other | service encounter | |
dc.subject.other | collaboration | |
dc.subject.other | design science research | |
dc.subject.other | knowledge-intensive services | |
dc.subject.other | virtual reality technology | |
dc.title | Design Principles for Virtual Reality Applications Used in Collaborative Service Encounters | |
dc.type | article | |
dc.identifier.urn | URN:NBN:fi:jyu-202408285700 | |
dc.contributor.laitos | Informaatioteknologian tiedekunta | fi |
dc.contributor.laitos | Faculty of Information Technology | en |
dc.type.uri | http://purl.org/eprint/type/JournalArticle | |
dc.type.coar | http://purl.org/coar/resource_type/c_2df8fbb1 | |
dc.description.reviewstatus | peerReviewed | |
dc.relation.issn | 1094-6705 | |
dc.relation.volume | OnlineFirst | |
dc.type.version | publishedVersion | |
dc.rights.copyright | © 2024 the Authors | |
dc.rights.accesslevel | openAccess | fi |
dc.subject.yso | yhteistyö | |
dc.subject.yso | asiakaslähtöisyys | |
dc.subject.yso | virtuaalitodellisuus | |
dc.subject.yso | asiakaspalvelu | |
dc.subject.yso | ongelmanratkaisu | |
dc.subject.yso | päätöksenteko | |
dc.format.content | fulltext | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p6334 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p7613 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p7990 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p1379 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p6006 | |
jyx.subject.uri | http://www.yso.fi/onto/yso/p8743 | |
dc.rights.url | https://creativecommons.org/licenses/by/4.0/ | |
dc.relation.doi | 10.1177/10946705241266971 | |
jyx.fundinginformation | The author(s) received no financial support for the research, authorship, and/or publication of this article. | |
dc.type.okm | A1 | |