Abstract
The implementation of digital technology is transforming the nature of service encounters tremendously. Consequently, the roles and experiences of both frontline employees (FLEs) and customers are undergoing substantial changes. This reasoning particularly applies to service encounters that are traditionally characterized by intense personal interactions between human actors. Hence, the overall objective of this dissertation thesis was to further examine the impact of digital technology on FLEs and customer responses in such service encounters.
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© 2022 The Author(s), under exclusive license to Springer Fachmedien Wiesbaden GmbH, part of Springer Nature
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Christ-Brendemühl, S. (2022). Summary and Outlook. In: Digital Technology in Service Encounters. Innovation, Entrepreneurship und Digitalisierung. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-37885-1_8
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DOI: https://doi.org/10.1007/978-3-658-37885-1_8
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