Nielsen, Jorn Flohr; Blandfort, Jon; Langer, Frederik; … - In: International Journal of Financial Services Management 1 (2005) 1, pp. 118-140
Both empowerment and the use of emergent technologies are ways to cope with increasing competition and customer demands on service industries. The relationship between empowerment, technology and behaviour at the service encounter is, however, sparsely documented. This article offers a...
