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“Service Encounter 2.0” : an investigation into the roles of technology, employees and customers
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Larivière, Bart, Bowen, David, Andreassen, Tor W., Kunz, Werner, Sirianni, Nancy J., Voss, Christopher, Wünderlich, Nancy V. and De Keyser, Arne (2017) “Service Encounter 2.0” : an investigation into the roles of technology, employees and customers. Journal of Business Research, 79 . pp. 238-246. doi:10.1016/j.jbusres.2017.03.008 ISSN 0148-2963.
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Official URL: https://doi.org/10.1016/j.jbusres.2017.03.008
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 that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic.
Item Type: | Journal Article | ||||||||
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Subjects: | H Social Sciences > HF Commerce | ||||||||
Divisions: | Faculty of Social Sciences > Warwick Business School > Operations Management Faculty of Social Sciences > Warwick Business School |
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Library of Congress Subject Headings (LCSH): | Consumer behavior, Electronic commerce | ||||||||
Journal or Publication Title: | Journal of Business Research | ||||||||
Publisher: | Elsevier Inc. | ||||||||
ISSN: | 0148-2963 | ||||||||
Official Date: | October 2017 | ||||||||
Dates: |
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Volume: | 79 | ||||||||
Page Range: | pp. 238-246 | ||||||||
DOI: | 10.1016/j.jbusres.2017.03.008 | ||||||||
Status: | Peer Reviewed | ||||||||
Publication Status: | Published | ||||||||
Access rights to Published version: | Restricted or Subscription Access | ||||||||
Date of first compliant deposit: | 31 March 2017 | ||||||||
Date of first compliant Open Access: | 29 October 2018 | ||||||||
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