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“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers

Citations

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Cited by:

  1. O'Connor, Genevieve E. & Myrden, Susan & Alkire (née Nasr), Linda & Lee, Kyungwon & Köcher, Sören & Kandampully, Jay & Williams, Jerome D., 2021. "Digital Health Experience: A Regulatory Focus Perspective," Journal of Interactive Marketing, Elsevier, vol. 56(C), pages 121-136.
  2. Ciuchita, Robert & Mahr, Dominik & Odekerken-Schröder, Gaby, 2019. "“Deal with it”: How coping with e-service innovation affects the customer experience," Journal of Business Research, Elsevier, vol. 103(C), pages 130-141.
  3. Sanjit K. Roy & Gaganpreet Singh & Corey Hatton & Bidit Dey & Nisreen Ameen & Satish Kumar, 2023. "Customers’ motives to co-create in smart services interactions," Electronic Commerce Research, Springer, vol. 23(3), pages 1367-1400, September.
  4. Yoganathan, Vignesh & Osburg, Victoria-Sophie, 2024. "Heterogenous evaluations of autonomous vehicle services: An extended theoretical framework and empirical evidence," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
  5. Kumar, Prashant & Polonsky, Micheal Jay, 2019. "In-store experience quality and perceived credibility: A green retailer context," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 23-34.
  6. Lionel Nicod & Sylvie Llosa & David Bowen, 2020. "Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume," Post-Print hal-02490363, HAL.
  7. Birch-Jensen, Andrea & Gremyr, Ida & Halldórsson, Árni, 2020. "Digitally connected services: Improvements through customer-initiated feedback," European Management Journal, Elsevier, vol. 38(5), pages 814-825.
  8. Xing, Xinyu & Song, Mengmeng & Duan, Yucong & Mou, Jian, 2022. "Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots," Technology in Society, Elsevier, vol. 70(C).
  9. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
  10. Pantano, Eleonora & Pizzi, Gabriele, 2020. "Forecasting artificial intelligence on online customer assistance: Evidence from chatbot patents analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
  11. Christine Rzepka & Benedikt Berger & Thomas Hess, 2022. "Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks," Information Systems Frontiers, Springer, vol. 24(3), pages 839-856, June.
  12. Michela C. Mason & Francesco Massara & Francesco Raggiotto, 2022. "An analysis of the relationships between human, technological and physical factors in the retail banking sector," Italian Journal of Marketing, Springer, vol. 2022(2), pages 249-266, June.
  13. Ramadan, Zahy B. & Farah, Maya F. & Kassab, Danielle, 2019. "Amazon's approach to consumers’ usage of the Dash button and its effect on purchase decision involvement in the U.S. market," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 133-139.
  14. Röding, Tobias & Steinmann, Sascha & Wagner, Gerhard & Schramm-Klein, Hanna, 2023. "A classification of information-oriented PoS technology from customer perception," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  15. Ho, Mia Hsiao-Wen & Chung, Henry F.L. & Kingshott, Russel & Chiu, Chun-Chen, 2020. "Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integration," Journal of Business Research, Elsevier, vol. 121(C), pages 557-566.
  16. Jan, Ihsan Ullah & Ji, Seonggoo & Kim, Changju, 2023. "What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  17. Annette Wenninger & Daniel Rau & Maximilian Röglinger, 2022. "Improving customer satisfaction in proactive service design," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1399-1418, September.
  18. Evanschitzky, Heiner & Bartikowski, Boris & Baines, Tim & Blut, Markus & Brock, Christian & Kleinlercher, Kristina & Naik, Parikshit & Petit, Olivia & Rudolph, Thomas & Spence, Charles & Velasco, Carl, 2020. "Digital Disruption in Retailing and Beyond," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(4), pages 187-204.
  19. Martin Adam & Michael Wessel & Alexander Benlian, 2021. "AI-based chatbots in customer service and their effects on user compliance," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 427-445, June.
  20. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & Núnez-Barriopedro, Estela & García-Henche, Blanca, 2023. "Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context," Journal of Business Research, Elsevier, vol. 156(C).
  21. Demoulin, Nathalie & Willems, Kim, 2019. "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement," Journal of Business Research, Elsevier, vol. 104(C), pages 295-306.
  22. Thai Ha Nguyen & Lena Waizenegger & Angsana A. Techatassanasoontorn, 2022. "“Don’t Neglect the User!” – Identifying Types of Human-Chatbot Interactions and their Associated Characteristics," Information Systems Frontiers, Springer, vol. 24(3), pages 797-838, June.
  23. Ronan de Kervenoael & Rajibul Hasan & Alexandre Schwob & Edwin Goh, 2020. "Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots," Post-Print hal-02782265, HAL.
  24. Morgan-Thomas, Anna & Dessart, Laurence & Veloutsou, Cleopatra, 2020. "Digital ecosystem and consumer engagement: A socio-technical perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 713-723.
  25. Büttgen, Marion & al.,, 2021. "Blockchain in Service Management and Service Research - Developing a Research Agenda and Managerial Implications," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 5(2), pages 71-102.
  26. Jain, Geetika & Paul, Justin & Shrivastava, Archana, 2021. "Hyper-personalization, co-creation, digital clienteling and transformation," Journal of Business Research, Elsevier, vol. 124(C), pages 12-23.
  27. Mullins, Jeffrey K. & Sabherwal, Rajiv, 2020. "Gamification: A cognitive-emotional view," Journal of Business Research, Elsevier, vol. 106(C), pages 304-314.
  28. Tussyadiah, Iis, 2020. "A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism," Annals of Tourism Research, Elsevier, vol. 81(C).
  29. De Gauquier, Laurens & Willems, Kim & Cao, Hoang-Long & Vanderborght, Bram & Brengman, Malaika, 2023. "Together or alone: Should service robots and frontline employees collaborate in retail-customer interactions at the POS?," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  30. Batat, Wided, 2021. "How augmented reality (AR) is transforming the restaurant sector: Investigating the impact of “Le Petit Chef” on customers’ dining experiences," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
  31. Pelau Corina & Barbul Maria & Bojescu Irina, 2022. "A conceptual comparative approach on personal AI assistants and external service robots," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 16(1), pages 1466-1474, August.
  32. Katharina Blöcher & Rainer Alt, 2021. "AI and robotics in the European restaurant sector: Assessing potentials for process innovation in a high-contact service industry," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 529-551, September.
  33. Zhang, Yu & Su, Jiafu & Guo, Honggui & Lee, Jeoung Yul & Xiao, Yan & Fu, Mingqiu, 2022. "Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  34. Chong Guan & Yu-Chen Hung & Wenting Liu, 2022. "Cultural differences in hospitality service evaluations: mining insights of user generated content," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1061-1081, September.
  35. Bălan Carmen, 2018. "The Impact of Conversational Agents on Humans in Services: Research Questions and Hypotheses," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 1(2), pages 33-55, December.
  36. Roe, Michael & Spanaki, Konstantina & Ioannou, Athina & Zamani, Efpraxia D. & Giannakis, Mihalis, 2022. "Drivers and challenges of internet of things diffusion in smart stores: A field exploration," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
  37. Meyer, Patrick & Jonas, Julia M. & Roth, Angela, 2020. "Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview Study," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(1), pages 21-34.
  38. Valerie Graf-Drasch & Maximilian Röglinger & Annette Wenninger & Sabiölla Hosseini, 2022. "A Contextualized Acceptance Model for Proactive Smart Services," Schmalenbach Journal of Business Research, Springer, vol. 74(3), pages 345-387, September.
  39. Alkire (née Nasr), Linda & O'Connor, Genevieve E. & Myrden, Susan & Köcher, Sören, 2020. "Patient experience in the digital age: An investigation into the effect of generational cohorts," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  40. Ronan de Kervenoael & Alexandre Schwob & Careen Chandra, 2020. "E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise," Post-Print hal-02780647, HAL.
  41. Meyer, Patrick & Spreer, Philipp & Gutknecht, Klaus, 2022. "Shake Hands with a Robot – Understanding Frontstage Employees' Adoption of Service Robots in Retailing," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 39(5), pages 46-54.
  42. Lim, Weng Marc & Rasul, Tareq & Kumar, Satish & Ala, Mamun, 2022. "Past, present, and future of customer engagement," Journal of Business Research, Elsevier, vol. 140(C), pages 439-458.
  43. Aikaterini Manthiou & Phil Klaus & Volker G. Kuppelwieser & William Reeves, 2021. "Man vs machine: examining the three themes of service robotics in tourism and hospitality," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 511-527, September.
  44. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
  45. Matzner, Martin & Büttgen, Marion & Demirkan, Haluk & Spohrer, Jim & Alter, Steven & Fritzsche, Albrecht & Ng, Irene C. L. & Jonas, Julia M. & Martinez, Veronica & Möslein, Kathrin M. & Neely, Andy, 2018. "Digital Transformation in Service Management," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 2(2), pages 3-21.
  46. de Kervenoael, Ronan & Schwob, Alexandre & Chandra, Careen, 2020. "E-retailers and the engagement of delivery workers in urban last-mile delivery for sustainable logistics value creation: Leveraging legitimate concerns under time-based marketing promise," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  47. Asante, Daniel & Tang, Chunyong & Asante, Eric Adom & Kwamega, Michael & Opoku-Danso, Alexander, 2023. "Leveraging perceived HPWS to improve service encounter quality in high-contact service industries," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  48. Rokicki Arkadiusz & Nogalski Bogdan, 2021. "Service Management as a Subdiscipline of Management Science," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 29(3), pages 136-174, September.
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