People are increasingly dependent on technology. On the other hand, companies' large-scale investments to establish an ongoing loyalty with technology platforms and ecosystems show negative results. This is due to lower trust, concerns about risk, and increasing issues of privacy. Despite the...

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 --...