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001447935 001__ 1447935
001447935 003__ OCoLC
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001447935 019__ $$a1333921332
001447935 020__ $$a9783658378851
001447935 020__ $$a3658378859
001447935 020__ $$z3658378840
001447935 020__ $$z9783658378844
001447935 0247_ $$a10.1007/978-3-658-37885-1$$2doi
001447935 035__ $$aSP(OCoLC)1334105004
001447935 040__ $$aEBLCP$$beng$$epn$$cEBLCP$$dGW5XE$$dYDX$$dOCLCF$$dOCLCQ$$dUKAHL$$dOCLCQ
001447935 049__ $$aISEA
001447935 050_4 $$aHF5415.5
001447935 08204 $$a658.8/12$$223/eng/20220714
001447935 1001_ $$aChrist-Brendemühl, Sonja.
001447935 24510 $$aDigital technology in service encounters :$$beffects on frontline employees and customer responses /$$cSonja Christ-Brendemühl.
001447935 260__ $$aWiesbaden, Germany :$$bSpringer Gabler,$$c2022.
001447935 300__ $$a1 online resource (284 pages)
001447935 336__ $$atext$$btxt$$2rdacontent
001447935 337__ $$acomputer$$bc$$2rdamedia
001447935 338__ $$aonline resource$$bcr$$2rdacarrier
001447935 4901_ $$aInnovation, Entrepreneurship und Digitalisierung
001447935 504__ $$aIncludes bibliographical references.
001447935 5050_ $$aIntroduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees Technostress and Customer Responses -- Study D: Fairness Perceptions of Customer Participation in Online Services -- Summary and Outlook.
001447935 506__ $$aAccess limited to authorized users.
001447935 520__ $$aDigital 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.
001447935 588__ $$aOnline resource; title from PDF title page (SpringerLink, viewed July 14, 2022).
001447935 650_0 $$aCustomer services$$xManagement.
001447935 650_0 $$aCustomer services$$xTechnological innovations.
001447935 655_0 $$aElectronic books.
001447935 77608 $$iPrint version:$$aChrist-Brendemühl, Sonja$$tDigital Technology in Service Encounters$$dWiesbaden : Springer Fachmedien Wiesbaden GmbH,c2022$$z9783658378844
001447935 830_0 $$aInnovation, Entrepreneurship und Digitalisierung.
001447935 852__ $$bebk
001447935 85640 $$3Springer Nature$$uhttps://univsouthin.idm.oclc.org/login?url=https://link.springer.com/10.1007/978-3-658-37885-1$$zOnline Access$$91397441.1
001447935 909CO $$ooai:library.usi.edu:1447935$$pGLOBAL_SET
001447935 980__ $$aBIB
001447935 980__ $$aEBOOK
001447935 982__ $$aEbook
001447935 983__ $$aOnline
001447935 994__ $$a92$$bISE