Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses
1st ed. 2022
Book Details
Format
Paperback / Softback
Book Series
Innovation, Entrepreneurship und Digitalisierung
ISBN-10
3658378840
ISBN-13
9783658378844
Edition
1st ed. 2022
Publisher
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
Imprint
Springer Gabler
Country of Manufacture
GB
Country of Publication
GB
Publication Date
Jun 28th, 2022
Print length
271 Pages
Weight
386 grams
Dimensions
14.80 x 20.80 x 2.00 cms
Product Classification:
Business innovation
Ksh 16,200.00
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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.
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.
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