How to infuse mobile technologies in frontline service encounters? : an experimental analysis of customer perceptions of service competence
Year of publication: |
2024
|
---|---|
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
|
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 |
-
Röding, Tobias, (2019)
-
Fellesson, Markus, (2020)
-
Park, Jihye, (2023)
- More ...
-
A classification of information-oriented PoS technology from customer perception
Röding, Tobias, (2023)
-
Mennekes, Theresia, (2023)
-
Röding, Tobias, (2019)
- More ...