Noam Tractinsky

Customers are often deprived of valuable information during face-to-face service encounters. We discuss such situations in the context of the "incidental user" and highlight the associated problems. A theoretical framework is proposed, according to which sharing information with customers would significantly enhance the service experience both by inspiring trust and by contributing to the effectiveness of the service encounter. We discuss possible HCI-related solutions to this challenge, including the use of a double screen approach as a means for presenting information to customers and enhancing collaboration between service providers and their customers.