Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
Digital Technology in Service Encounters: Effects on Frontline Employees and Customer Responses

Digital Technology in Service Encounters: Effects on Frontline Employees and Customer Responses

Christ-Brendemühl, Sonja

Paperback

Series: Innovation, Entrepreneurship Und Digitalisierung

Management

ISBN10: 3658378840
ISBN13: 9783658378844
Publisher: Springer Gabler
Published: Jun 28 2022
Pages: 271
Weight: 0.85
Height: 0.66 Width: 5.83 Depth: 8.27
Language: English
Digital technology is disrupting the prerequisites for most firms in the service industry and frequently forces them to reassess the ratio of human interaction and technology use in service encounters. To retain competitiveness, it seems mandatory to increase service encounter efficiency by embedding digital technology into the existing processes. However, there is little empirical evidence on how such technological implementations affect the sentiments, attitudes, and behaviors of frontline employees. Likewise, research on interrelated customer responses is scarce. To address this matter, this book presents four distinct yet related studies to investigate the impact of digital technology on frontline employees, customers, and ultimately service firms. The results and implications provide meaningful insights for theory and practice.

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