Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...

Intro -- List of Figures -- List of Tables -- Acronyms -- A. Foundation -- I. Introduction -- I.1 Motivation -- I.2 Research Agenda -- I.3 Structure of the Dissertation -- I.4 Research Context and Design -- I.5 Contributions -- II. Theoretical Background -- II.1 Widespread Diffusion of Digital,...