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

Bart Larivière, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wünderlich and Arne De Keyser

Journal of Business Research, 2017, vol. 79, issue C, 238-246

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 (search for similar items in EconPapers)
Date: 2017
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