Frontline encounters of the AI kind : an evolved service encounter framework
Year of publication: |
2020
|
---|---|
Authors: | Robinson, Stacey ; Orsingher, Chiara ; Alkire, Linda ; De Keyser, Arne ; Giebelhausen, Michael ; Papamichail, Nadia ; Shams, Poja ; Temerak, Mohamed Sobhy |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 116.2020, p. 366-376
|
Subject: | Artificial intelligence (AI) | Counterfeit | Customer experience | Frontline employee | Service encounter | Technology | Künstliche Intelligenz | Artificial intelligence | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
-
Li, Minglong, (2021)
-
Customer-robot interactions : understanding customer experience with service robots
Huang, Dan, (2021)
-
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart, (2017)
- More ...
-
Neuroscience in service research: an overview and discussion of its possibilities
Verhulst, Nanouk, (2019)
-
The service recovery journey : conceptualization, integration, and directions for future research
Van Vaerenbergh, Yves, (2019)
-
Customer delight and work engagement
Barnes, Donald C., (2014)
- More ...