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

by Sonja Christ-Brendemühl

Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses -- Study D: Fairness Perceptions of Customer Participation in Online Services -- Summary and Outlook.

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Alternative title:	The effects of digital technology on frontline employees and customer responses in service encounters
Year of publication:	2022
Authors:	Christ-Brendemühl, Sonja
Publisher:	2022.: Wiesbaden : Springer Fachmedien Wiesbaden 2022.: Wiesbaden : Imprint: Springer Gabler
Subject:	technology \| frontline employees \| service encounter \| digitalization \| service industry \| Dienstleistungssektor \| Service industry \| Kundenservice \| Customer service \| Digitalisierung \| Digitization \| Kundenzufriedenheit \| Customer satisfaction \| Dienstleistungsqualität \| Service quality \| Verkaufspersonal \| Salespeople \| Beziehungsmarketing \| Relationship marketing \| Informationstechnik \| Information technology \| Dienstleistungsbetrieb \| Kundendienst \| Neue Technologie \| Technikbewertung

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Extent:	1 Online-Ressource (XVIII, 271 p. 42 illus., 4 illus. in color.)
Series:	Innovation, Entrepreneurship und Digitalisierung Springer eBook Collection
Type of publication:	Book / Working Paper
Type of publication (narrower categories):	Hochschulschrift
Language:	English
Thesis:	Dissertation, Universität Koblenz-Landau, 2021
Notes:	Vollständiger Abdruck der vom Fachbereich 4: Informatik der Universität KoblenzLandau genehmigten Dissertation mit dem Titel “The Effects of Digital Technology on Frontline Employees and Customer Responses in Service Encounters. Evidence from Four Empirical Studies”.
ISBN:	978-3-658-37885-1 ; 978-3-658-37884-4 ; 978-3-658-37886-8
Other identifiers:	10.1007/978-3-658-37885-1 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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