“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Bart LarivièreDavid E. BowenThunderbird School of Global Management, Arizona State University, United StatesTor W. AndreassenNorwegian School of Economics, Helleveien 30, 5045 Bergen, NorwayWerner H. KunzUniversity of Massachusetts Boston, 100 Morrissey Blvd., Boston, MA 02125, United StatesNancy J. SirianniCulverhouse College of Commerce, University of Alabama, 135 Alston Hall, Tuscaloosa, AL 35487, United StatesChris VossWarwick Business School, University of Warwick, Coventry, CV4 7AL, England, United KingdomNancy V. WünderlichPaderborn University, Warburger Str. 100, 33098 Paderborn, GermanyArne De KeyserEDHEC Business School, 24 Avenue Gustave Delory, CS50411-59057 Roubaix Cedex 1, France
2017en
ABI
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