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

Journal

Journal of Business Research

Subject

Management Science and Operations

Authors / Editors

Lariviere B;Bowen D;Andreassen T W;Kunz W;Sirianni N J;Voss C;Wunderlich N J;Keyser A

Biographies

Publication Year

2017

Abstract

The service encounter – one of the foundational concepts in service research – is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the “Service Encounter 2.0”. To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic.

Keywords

Service encounter, Technology Roles, Employee roles; Customer roles; Employee experience; Customer experience

Available on ECCH

No


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