“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Abstract
The service encounter – one of the foundational concepts in service research – is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the “Service Encounter 2.0”. To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find...
Paper Details
Title
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Published Date
Oct 1, 2017
Journal
Volume
79
Pages
238 - 246
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