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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

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Abstract
The service encounter - one of the foundational concepts in service research - is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the "Service Encounter 2.0". To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic. (C) 2017 Elsevier Inc. All rights reserved.
Keywords
VALUE CREATION, SELF-SERVICE, MARKETING-RESEARCH, EXPERIENCE, FUTURE, CONSEQUENCES, PERSPECTIVE, DELIVERY, PARTICIPATION, PERCEPTIONS, Service encounter, Technology roles, Employee roles, Customer roles, Employee experience, Customer experience

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MLA
Larivière, Bart et al. “‘Service Encounter 2.0’ : an Investigation into the Roles of Technology, Employees and Customers.” JOURNAL OF BUSINESS RESEARCH 79 (2017): 238–246. Print.
APA
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wuenderlich, N. V., et al. (2017). “Service Encounter 2.0” : an investigation into the roles of technology, employees and customers. JOURNAL OF BUSINESS RESEARCH, 79, 238–246.
Chicago author-date
Larivière, Bart, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wuenderlich, and Arne De Keyser. 2017. “‘Service Encounter 2.0’ : an Investigation into the Roles of Technology, Employees and Customers.” Journal of Business Research 79: 238–246.
Chicago author-date (all authors)
Larivière, Bart, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wuenderlich, and Arne De Keyser. 2017. “‘Service Encounter 2.0’ : an Investigation into the Roles of Technology, Employees and Customers.” Journal of Business Research 79: 238–246.
Vancouver
1.
Larivière B, Bowen D, Andreassen TW, Kunz W, Sirianni NJ, Voss C, et al. “Service Encounter 2.0” : an investigation into the roles of technology, employees and customers. JOURNAL OF BUSINESS RESEARCH. New york: Elsevier Science Inc; 2017;79:238–46.
IEEE
[1]
B. Larivière et al., “‘Service Encounter 2.0’ : an investigation into the roles of technology, employees and customers,” JOURNAL OF BUSINESS RESEARCH, vol. 79, pp. 238–246, 2017.
@article{8534709,
  abstract     = {The service encounter - one of the foundational concepts in service research - is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the "Service Encounter 2.0". To this end, we develop a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic. (C) 2017 Elsevier Inc. All rights reserved.},
  author       = {Larivière, Bart and Bowen, David and Andreassen, Tor W. and Kunz, Werner and Sirianni, Nancy J. and Voss, Chris and Wuenderlich, Nancy V. and De Keyser, Arne},
  issn         = {0148-2963},
  journal      = {JOURNAL OF BUSINESS RESEARCH},
  keywords     = {VALUE CREATION,SELF-SERVICE,MARKETING-RESEARCH,EXPERIENCE,FUTURE,CONSEQUENCES,PERSPECTIVE,DELIVERY,PARTICIPATION,PERCEPTIONS,Service encounter,Technology roles,Employee roles,Customer roles,Employee experience,Customer experience},
  language     = {eng},
  pages        = {238--246},
  publisher    = {Elsevier Science Inc},
  title        = {"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers},
  url          = {http://dx.doi.org/10.1016/j.jbusres.2017.03.008},
  volume       = {79},
  year         = {2017},
}

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