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Automatisierung und Personalisierung von Dienstleistungen pp 199–225Cite as

Service Encounter 1.0 Theories revisited – Development of an Evaluation Scheme to assess their explanatory Relevance in the Service Encounter 2.0 Environment

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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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  1. Universität Hohenheim, Stuttgart, Deutschland

    Marah Blaurock

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  1. Marah Blaurock
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  1. Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Basel Stadt, Switzerland

    Prof.Dr.Dr.h.c.mult. Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim, Stuttgart, Baden-Württemberg, Germany

    Prof. Dr. Karsten Hadwich

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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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