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Digital Technology in Service Encounters

Effects on Frontline Employees and Customer Responses

Sonja Christ-Brendemühl (Autor)

Buch | Softcover

XVIII, 271 Seiten

2022 | 1st ed. 2022
Springer Fachmedien Wiesbaden GmbH (Verlag)
978-3-658-37884-4 (ISBN)

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Digital technology is disrupting the prerequisites for most firms in the service industry and frequently forces them to reassess the ratio of human interaction and technology use in service encounters. To retain competitiveness, it seems mandatory to increase service encounter efficiency by embedding digital technology into the existing processes. However, there is little empirical evidence on how such technological implementations affect the sentiments, attitudes, and behaviors of frontline employees. Likewise, research on interrelated customer responses is scarce. To address this matter, this book presents four distinct yet related studies to investigate the impact of digital technology on frontline employees, customers, and ultimately service firms. The results and implications provide meaningful insights for theory and practice.

About the authorSonja Christ-Brendemühl studied business administration at the University of Mannheim with a specialization in organization, marketing and psychology. After her studies, she was responsible for corporate communications at an international HR service provider. Since 2018, she has been teaching and researching at the Institute of Management at the University of Koblenz-Landau, focusing on the question of how frontline employees and customers deal with the increasing technology infusion in service encounters.

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.- Study D: Fairness Perceptions of Customer Participation in Online Services.- Summary and Outlook.

Erscheinungsdatum	30.06.2022
Reihe/Serie	Innovation, Entrepreneurship und Digitalisierung
Zusatzinfo	XVIII, 271 p. 42 illus., 4 illus. in color.
Verlagsort	Wiesbaden
Sprache	englisch
Maße	148 x 210 mm
Gewicht	386 g
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
Schlagworte	Digitalization • Frontline employees • Service Encounter • Service Industry • Technology
ISBN-10	3-658-37884-0 / 3658378840
ISBN-13	978-3-658-37884-4 / 9783658378844
Zustand	Neuware