How to infuse mobile technologies in frontline service encounters? : an experimental analysis of customer perceptions of service competence
Tobias Röding, Gerhard Wagner, Sascha Steinmann, Theresia Mennekes and Hanna Schramm-Klein
| Year of publication: |
2024
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|---|---|
| Authors: | Röding, Tobias ; Wagner, Gerhard ; Steinmann, Sascha ; Mennekes, Theresia ; Schramm-Klein, Hanna |
| Published in: |
The international review of retail, distribution and consumer research. - London : Routledge, ISSN 1466-4402, ZDB-ID 1481049-9. - Vol. 34.2024, 2, p. 183-200
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| Subject: | customer touchpoint | PoS Retailing | service competence of the frontline employee | social interaction theor | technology-infused service encounter | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Einzelhandel | Retail trade | Soziale Beziehungen | Social relations | Mobilkommunikation | Mobile communications | Verkaufspersonal | Salespeople | Dienstleistungssektor | Service industry | Dienstleistungsmanagement | Service management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/09593969.2023.2290069 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014559011