To automate or not to automate? : a contingency approach to service automation

Eline Hottat, Sara Leroi-Werelds and Sandra Streukens

Year of publication:	2023
Authors:	Hottat, Eline ; Leroi-Werelds, Sara ; Streukens, Sandra
Published in:	Journal of service management. - Bingley : Emerald, ISSN 1757-5826, ZDB-ID 2495133-X. - Vol. 34.2023, 4, p. 696-724
Subject:	Frontline service technology \| Self-service technology \| Service automation \| Service robot \| Value co-creation \| Value co-destruction \| Automatisierung \| Automation \| Selbstbedienung \| Self-service \| Roboter \| Robot \| Dienstleistung \| Services \| Dienstleistungssektor \| Service industry \| Technischer Fortschritt \| Technological change \| Kundenintegration \| Customer integration \| Betriebliche Wertschöpfung \| Value creation \| Dienstleistungsmarketing \| Services marketing \| Dienstleistungsqualität \| Service quality \| Automatisierte Produktion \| Automated manufacturing \| Kontingenztheorie \| Contingency theory \| Kundenzufriedenheit \| Customer satisfaction \| Computerunterstützung \| Computerized method

Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1108/JOSM-04-2022-0125 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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