@article{1447935,
      recid = {1447935},
      author = {Christ-Brendemühl, Sonja.},
      title = {Digital technology in service encounters : effects on  frontline employees and customer responses /},
      publisher = {Springer Gabler,},
      address = {Wiesbaden, Germany :},
      pages = {1 online resource (284 pages)},
      year = {2022},
      abstract = {Digital technology is disrupting the prerequisites for  most firms in the service industry and frequently forces  them to reassess the ratio of human interaction and  technology use in service encounters. To retain  competitiveness, it seems mandatory to increase service  encounter efficiency by embedding digital technology into  the existing processes. However, there is little empirical  evidence on how such technological implementations affect  the sentiments, attitudes, and behaviors of frontline  employees. Likewise, research on interrelated customer  responses is scarce. To address this matter, this book  presents four distinct yet related studies to investigate  the impact of digital technology on frontline employees,  customers, and ultimately service firms. The results and  implications provide meaningful insights for theory and  practice. About the author Sonja Christ-Brendemuhl studied  business administration at the University of Mannheim with  a specialization in organization, marketing and psychology.  After her studies, she was responsible for corporate  communications at an international HR service provider.  Since 2018, she has been teaching and researching at the  Institute of Management at the University of  Koblenz-Landau, focusing on the question of how frontline  employees and customers deal with the increasing technology  infusion in service encounters.},
      url = {http://library.usi.edu/record/1447935},
      doi = {https://doi.org/10.1007/978-3-658-37885-1},
}