Bolton, Ruth N.; McColl-Kennedy, Janet R.; Cheung, Lilliemay - In: Journal of Service Management 29 (2018) 5, pp. 776-808
Purpose: The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual...