"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Bart Larivière, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wünderlich, Arne De Keyser
| Year of publication: |
October 2017
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|---|---|
| Authors: | Larivière, Bart ; Bowen, David E. ; Andreassen, Tor W. ; Kunz, Werner ; Sirianni, Nancy J. ; Voss, Christopher A. ; Wünderlich, Nancy V. ; De Keyser, Arne |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 79.2017, p. 238-246
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| Subject: | Service encounter | Technology roles | Employee roles | Customer roles | Employee experience | Customer experience | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Arbeitszufriedenheit | Job satisfaction | Arbeitskräfte | Workforce | Dienstleistungssektor | Service industry |