Abstract
The increasing adoption of digital technology is fundamentally transforming the nature of services. Researchers consider service encounters nowadays to be comprised of interrelated technologies, processes, and human actors like customers and employees. Indeed, service encounters that once consisted of intense social interactions increasingly involve technology interfaces, such as tablets, kiosks, or point-of-sale terminals. These technological advancements are changing service delivery and the experiences of both frontline employees (FLEs) and customers.
A version of Study C with a narrower focus has been published in the Journal of Business Research: Christ-Brendemühl, S. and Schaarschmidt, M. (2020), “The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis”, Journal of Business Research, Vol. 117, pp. 378–388.
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Christ-Brendemühl, S. (2022). Study C: A Dyadic Study on Employees’ Technostress and Customer Responses. In: Digital Technology in Service Encounters. Innovation, Entrepreneurship und Digitalisierung. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-37885-1_6
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DOI: https://doi.org/10.1007/978-3-658-37885-1_6
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