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Digital Technology in Service Encounters

Effects on Frontline Employees and Customer Responses

  • Book
  • © 2022

Overview

Authors:
  1. Sonja Christ-Brendemühl

    1. Universität Koblenz-Landau, Koblenz, Germany

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Part of the book series: Innovation, Entrepreneurship und Digitalisierung (IED)

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Table of contents (8 chapters)

  1. Front Matter

    Pages i-xviii
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  2. Introduction

    • Sonja Christ-Brendemühl
    Pages 1-14

  3. Technology in Service Management

    • Sonja Christ-Brendemühl
    Pages 15-48

  4. Theoretical Foundations

    • Sonja Christ-Brendemühl
    Pages 49-83

  5. Study A: The Impact of Technology on Frontline Employees’ Process Deviance

    • Sonja Christ-Brendemühl
    Pages 85-110

  6. Study B: A 360-Degree View of Technology Deployment

    • Sonja Christ-Brendemühl
    Pages 111-137

  7. Study C: A Dyadic Study on Employees’ Technostress and Customer Responses

    • Sonja Christ-Brendemühl
    Pages 139-179

  8. Study D: Fairness Perceptions of Customer Participation in Online Services

    • Sonja Christ-Brendemühl
    Pages 181-217

  9. Summary and Outlook

    • Sonja Christ-Brendemühl
    Pages 219-229

  10. Back Matter

    Pages 231-271
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Keywords

About this book

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.

Authors and Affiliations

  • Universität Koblenz-Landau, Koblenz, Germany

    Sonja Christ-Brendemühl

About the author

About the author
Sonja 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.

Bibliographic Information

  • Book Title: Digital Technology in Service Encounters

  • Book Subtitle: Effects on Frontline Employees and Customer Responses

  • Authors: Sonja Christ-Brendemühl

  • Series Title: Innovation, Entrepreneurship und Digitalisierung

  • DOI: https://doi.org/10.1007/978-3-658-37885-1

  • Publisher: Springer Gabler Wiesbaden

  • eBook Packages: Business and Management, Business and Management (R0)

  • Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Fachmedien Wiesbaden GmbH, part of Springer Nature 2022

  • Softcover ISBN: 978-3-658-37884-4Published: 28 June 2022

  • eBook ISBN: 978-3-658-37885-1Published: 27 June 2022

  • Series ISSN: 2524-5783

  • Series E-ISSN: 2524-5791

  • Edition Number: 1

  • Number of Pages: XVIII, 271

  • Number of Illustrations: 38 b/w illustrations, 4 illustrations in colour

  • Topics: Business and Management, general

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