“Service Encounter 2.0”
An investigation into the roles of technology, employees and customers
Bibliographic Data
| ID | 23322660 |
|---|---|
| Authors | Bart Larivière (0000-0003-3219-4447, Ghent University, corresponding author), David E Bowen (0009-0007-5918-5520, Banner Thunderbird Medical Center), David Bowen (0000-0003-2294-2544), Tor W Andreassen (0000-0002-5916-3969, Norwegian School of Economics), Werner H Kunz (0000-0001-6264-183X, University of Massachusetts Boston), Werner Kunz, Nancy J Sirianni (0000-0002-4557-4898, University of Alabama), Chris Voss (0000-0001-6138-5379, University of Warwick), Nancy V Wünderlich (0000-0003-3786-506X, Paderborn University), Arne De Keyser (0000-0003-2517-9046, Ecole des Hautes Etudes Commerciales du Nord) |
| Year | 2017 |
| Volume | 79 |
| Pages | 238-246 |
| Publication date | 2017-10-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Business Research (JOURNAL) |
| Journal identifiers | ISSN: 0148-2963 • E-ISSN: 1873-7978 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.jbusres.2017.03.008 |
| OpenAlex | W2599446660 |
| Language | EN |
| Citations received | 59 |
| References cited | 55 |
Advertising · Business · Service (business) · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Marketing · Service and Product Innovation
Living up to the chatbot hype
Rising with the machines
A Taxonomy of Social Cues for Conversational Agents
Enhancing chatbot effectiveness
When Do Service Employees Suffer More from Job Insecurity? The Moderating Role of Coworker and Customer Incivility
Technostress turbulence
The technology effect, green consumption and age in propensity to collaborative consumption
Working with AI
Space-to-face (S2F) hospitality in spaces and places
Virtual agents in the public service
Technology-driven smart consumer experiences in tourism destinations
The augmentation effect of artificial intelligence
Unlocking the Transformative Power of Hospitality and Tourism Experiences
The construct development of customer leadership
Artificial influence
The impact of tableside ordering technologies on alcohol sales to the intoxicated
Taming the “techno-monster”
Beyond the dichotomy of use and Not-Use
Substitution or augmentation? How organisational AI adoption approaches influence the willingness to stay of caregivers
Someone out there? A study on the social presence of anthropomorphized chatbots
How to leverage anthropomorphism for chatbot service interfaces
Cross-role transfer of artificial intelligence capabilities
How does AI-assisted diagnosis decision support systems influence doctors' coping styles and work outcomes? Bright and dark sides of AI in the workplace
Influence of chatbots on purchase intention in social commerce
An implementation framework for transformative gamification services
The role of emotions in the consumer meaning-making of interactions with social robots
Heterogenous evaluations of autonomous vehicle services
The digital transformation of business. Towards the datafication of the relationship with customers
A bibliometric and multi-disciplinary quasi-systematic analysis of social robots
Service chatbot
State of art and future research directions for marketing technologies in healthcare
How augmented reality (AR) is transforming the restaurant sector
Drivers and challenges of internet of things diffusion in smart stores
Customer engagement, dependence and loyalty
A Multidimensional Analysis of Robotic Deployment in Thai Hotels
From chats to sustainability
Algorithmic human resource management as a mode of algorithmic governance
How can firms get benefits from the innovation ecosystem? Empirical evidence from Pakistan
Analyzing the Value of Social Interaction for Fitness Center Management
Digital transformation in human resource management
Career Exit or Industry Shift? Dynamic Turnover Responses to AI ‐Induced Job Insecurity in Hospitality
YouTube as a site for vocational learning
Paradigm of symbiosis as a mechanism of artificial intelligence and customers’ patronage decision in the hospitality sector
Factors affecting attitude and intention to adopt artificial intelligence for sustainable triage
Does the Tourist Appreciate Your Employees? Prioritizing Service Employee Improvements Based on User-Generated Content Mining
Bibliometric analysis of the customer experience literature
Gamification in education and training
From customers' fingertips to employees’ well-being
Front desk technology innovation in hotels
X=(tourism_work) Y=(sdg8) While Y=true
Unintended indulgence in robotic service encounters
Service failure in peer-to-peer accommodation
Time apart while together
The Interaction Effect of Self-Service Technology and Firms’ Facilitating Conditions on Co-Created Value
AI in software programming
Living With Digital Government
Understanding and harnessing the potential of front-line employees' self-governance in technologised museums and theme parks
The digitalisation of consumption and its geographies
Impact of Service Encounter Elements on Experiential Value and Customer Loyalty
| Unique citing works | 59 |
|---|---|
| Citations per year | 7,38 |
| Citation span | 2018 - 2026 (9) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 59 |