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

Lariviere, B, Bowen, D, Andreassen, T W, Kunz, W, Sirianni, N J, Voss, C A, Wünderlich, N J and Keyser, A D (2017) “Service Encounter 2.0”: an investigation into the roles of technology, employees and customers. Journal of Business Research, 79. pp. 238-246. ISSN 0148-2963 OPEN ACCESS

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.

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Item Type: Article
Subject Areas: Management Science and Operations
Additional Information: © 2017 Elsevier. This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0
Subjects: C > Customer relations
T > Technological innovation
Date Deposited: 19 Apr 2017 09:20
Last Modified: 29 Sep 2018 00:01
URI: http://lbsresearch.london.edu/id/eprint/810
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