The service triad : an empirical study of service robots, customers and frontline employees
Gaby Odekerken-Schröder, Kars Mennens, Mark Steins and Dominik Mahr
| Year of publication: |
2022
|
|---|---|
| Authors: | Odekerken-Schröder, Gaby ; Mennens, Kars ; Steins, Mark ; Mahr, Dominik |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5826, ZDB-ID 2495133-X. - Vol. 33.2022, 2, p. 246-292
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| Subject: | Augmentation | Frontline employee (FLE) | Service robot | Service triad | Substitution service encounter | Dienstleistungssektor | Service industry | Roboter | Robot | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Verkaufspersonal | Salespeople | Dienstleistung | Services |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JOSM-10-2020-0372 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012880726