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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

Keywords

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