The Virtual Service Encounter: Opportunities for Research

  • Maria Dolores Alvarez
Conference paper
First Online:
Part of the Developments in Marketing Science: Proceedings of the Academy of Marketing Science book series (DMSPAMS)

Abstract

This paper examines the applicability of the service encounter literature to the remote, technology-mediated interaction between the customer and the service provider, defined as a virtual service encounter. Through a comparison between the physical and the virtual encounters areas for future research are identified and propositions are suggested.

Keywords

Service Provider Service Quality Virtual Environment Virtual Community Online Environment 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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Copyright information

© Academy of Marketing Science 2015

Authors and Affiliations

  • Maria Dolores Alvarez
    • 1
    • 2
  1. 1.SpringfieldUSA
  2. 2.CharlestonUSA

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