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
Authors:	Röding, Tobias ; Wagner, Gerhard ; Steinmann, Sascha ; Mennekes, Theresia ; Schramm-Klein, Hanna
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

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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

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