This paper evaluates the explanatory relevance of service encounter 1.0 theories in the service encounter 2.0 environment. To this end, first the focal changes from service encounter 1.0 to 2.0 are outlined and the most relevant service encounter 1.0 theories identified. Second, an evaluation scheme consisting of contextual and individual bounding factors of theoretical assumptions is developed. Third, the evaluation scheme is exemplary deployed evaluating role theory.
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Blaurock, M. (2020). Service Encounter 1.0 Theories revisited – Development of an Evaluation Scheme to assess their explanatory Relevance in the Service Encounter 2.0 Environment. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30166-8_8
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