Impact of video-mediated communication on simulated service encounters

The results are reported of three studies of collaborative problem-solving in a simulated travel agency where communication between travel agent and customers is supported by a videolink and shared multimedia tools. The video-mediated contexts (VMCs) were compared with face-to-face and audio-only in...

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Veröffentlicht in:	Interacting with computers 1996-06, Vol.8 (2), p.193-206
Hauptverfasser:	Anderson, Anne H., Newlands, Alison, Mullin, Jim, Marie Fleming, Anne, Doherty-Sneddon, Gwyneth, Van der Velden, Jeroen
Format:	Artikel
Sprache:	eng
Schlagworte:	Computer supported cooperative work dialogue analysis Information communication video-mediated communication Videoconferencing
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container_title	Interacting with computers
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creator	Anderson, Anne H. Newlands, Alison Mullin, Jim Marie Fleming, Anne Doherty-Sneddon, Gwyneth Van der Velden, Jeroen
description	The results are reported of three studies of collaborative problem-solving in a simulated travel agency where communication between travel agent and customers is supported by a videolink and shared multimedia tools. The video-mediated contexts (VMCs) were compared with face-to-face and audio-only interactions in terms of the success of the task outcome, the process of communication and decision making and user satisfaction. VMC did not deliver the same benefits as face-to-face interactions. The possible reasons for this are explored as well as the implications of the data for evaluation techniques.
doi_str_mv	10.1016/0953-5438(96)01025-9
format	Article
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language	eng
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source	Oxford University Press Journals All Titles (1996-Current)
subjects	Computer supported cooperative work dialogue analysis Information communication video-mediated communication Videoconferencing
title	Impact of video-mediated communication on simulated service encounters
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