“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Journal of Business Research, March 2017, Vol. 79 pp. 238 - 246

Author(s):

Bart Larivière

Center for Service Intelligence, Ghent University

David Bowen

Thunderbird School of Global Management, Arizona State University

Tor W. Andreassen

Norwegian School of Economics

Werner Kunz

University of Massachusetts

Nancy J. Sirianni

Culverhouse College of Commerce, University of Alabama

Chris Voss

Nancy V. Wünderlich

Warwick Business School, University of Warwick

Arne De Keyser

EDHEC Business School

Journal of Business Research, March 2017, Vol. 79 pp. 238 - 246

Type: Academic publication
Date: le 04/03/2017
Research Cluster : Marketing
Source : Journal of Business Research

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