How to infuse mobile technologies in frontline service encounters? : an experimental analysis of customer perceptions of service competence
Year of publication: |
2024
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Authors: | Röding, Tobias ; Wagner, Gerhard ; Steinmann, Sascha ; Mennekes, Theresia ; Schramm-Klein, Hanna |
Published in: |
The international review of retail, distribution and consumer research. - London : Routledge, ISSN 1466-4402, ZDB-ID 1481049-9. - Vol. 34.2024, 2, p. 183-200
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Subject: | customer touchpoint | PoS Retailing | service competence of the frontline employee | social interaction theor | technology-infused service encounter | Mobilkommunikation | Mobile communications | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Einzelhandel | Retail trade |
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