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Technology Infusion in Service Encounters

https://doi.org/10.1177/0092070300281013
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1007/978-1-4419-1628-0_4openalex-snapshot
Winning the Service Game
inferredcites →https://doi.org/10.1016/0024-6301(95)91061-1openalex-snapshot
Managing in the marketspace
inferredcites →https://doi.org/10.1016/0148-2963(90)90038-fopenalex-snapshot
Service encounters and service relationships: Implications for research
inferredcites →https://doi.org/10.1016/0167-8116(95)00027-5openalex-snapshot
Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality
inferredcites →https://doi.org/10.1016/s0022-4359(05)80004-1openalex-snapshot
Tracking the evolution of the services marketing literature
inferredcites →https://doi.org/10.1016/s0022-4359(05)80005-3openalex-snapshot
Discretion and the service employee
inferredcites →https://doi.org/10.1016/s0022-4359(97)90021-xopenalex-snapshot
Customer delight: Foundations, findings, and managerial insight
inferredcites →https://doi.org/10.1016/s0022-4359(97)90022-1openalex-snapshot
The service experience in two cultures: A behavioral perspective
inferredcites →https://doi.org/10.1016/s0278-6125(99)90108-5openalex-snapshot
Mass customization: The new frontier in business competition
inferredcites →https://doi.org/10.1016/s1067-5671(94)03012-xopenalex-snapshot
Technology-based service delivery: A classification scheme for developing marketing strategies
inferredcites →https://doi.org/10.1016/s1067-5671(95)04012-9openalex-snapshot
Service failure and recovery: impact, attributes and process
inferredcites →https://doi.org/10.1016/s1067-5671(96)05038-xopenalex-snapshot
The productivity paradox is false: Information technology improves services performance
inferredcites →https://doi.org/10.1086/209531openalex-snapshot
Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies
inferredcites →https://doi.org/10.1108/09564239610113442openalex-snapshot
Customization of the service experience: the role of the frontline employee
inferredcites →https://doi.org/10.1108/09564239910276872openalex-snapshot
The loyalty ripple effect
inferredcites →https://doi.org/10.1177/009207039502300403openalex-snapshot
Building Service Relationships: It's all about Promises
inferredcites →https://doi.org/10.1177/109467059800100106openalex-snapshot
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
inferredcites →https://doi.org/10.1177/109467059800100201openalex-snapshot
What Is the Domain of Service Research?
inferredcites →https://doi.org/10.1177/109467059800100204openalex-snapshot
Managing Dissatisfaction
inferredcites →https://doi.org/10.1287/mksc.17.1.45openalex-snapshot
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
inferredcites →https://doi.org/10.1509/jmkg.64.3.50.18024openalex-snapshot
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
inferredcites →https://doi.org/10.2307/1251131openalex-snapshot
Predictability and Personalization in the Service Encounter
inferredcites →https://doi.org/10.2307/1251263openalex-snapshot
Communication and Control Processes in the Delivery of Service Quality
inferredcites →https://doi.org/10.2307/1251430openalex-snapshot
A Conceptual Model of Service Quality and Its Implications for Future Research
inferredcites →https://doi.org/10.2307/1251871openalex-snapshot
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
inferredcites →https://doi.org/10.2307/1251898openalex-snapshot
The American Customer Satisfaction Index: Nature, Purpose, and Findings
inferredcites →https://doi.org/10.2307/1251919openalex-snapshot
Critical Service Encounters: The Employee's Viewpoint
inferredcites →https://doi.org/10.2307/1251929openalex-snapshot
The Behavioral Consequences of Service Quality
inferredcites →https://doi.org/10.2307/1252074openalex-snapshot
Customer Switching Behavior in Service Industries: An Exploratory Study
inferredcites →https://doi.org/10.2307/1252161openalex-snapshot
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
inferredcites →https://doi.org/10.2307/1252174openalex-snapshot
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
inferredcites →https://doi.org/10.2307/1252255openalex-snapshot
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
inferredcites →https://doi.org/10.26181/28888808openalex-snapshot
Marketing: An Introduction
inferredcites →https://doi.org/10.4135/9781452229102.n3openalex-snapshot
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
inferredcites →https://doi.org/10.4135/9781452231327.n9openalex-snapshot
Technology in Service Delivery: Implications for Self-Service and Service Support
inferredcites →https://doi.org/10.5860/choice.47-6963openalex-snapshot
Satisfaction: a behavioral perspective on the consumer

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Consumer Acceptance of Technology Contact
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Does the Web Reduce Customer Service Cost? Empirical Evidence from a Call Center
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When Should Customers Control Service Delivery? Implications for Service Design
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Factors Affecting Usage of Internet Banking Services
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Measurement of Reliability as On-Line Purchase Dimension for Retail Internet Sites amongst Engineers
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An Exploratory Study of the Different Ways that Call Centre Managers Interpret a Service Technology
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ICT-Enabled Service Innovation in Human-Centered Service Systems: A Systematic Literature Review
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Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact
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Choice Drivers in E-Services: Insights from E-Financial Services Industry
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Do Embodied Virtual Agents Influence Word-of-Mouth and Loyalty Intentions?The Role of Functional, Hedonic and Brand Attitudes
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Towards an IT-Enabled Customer Centric Service Supply Chain
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Evolving and Holistic View of Service
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The Need for the Science of Service
inferred← citeshttps://doi.org/10.1002/9781118551820.ch4openalex-snapshot
Service Science Fundamentals
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Factors Affecting Technology Adoption in India
inferred← citeshttps://doi.org/10.1002/9781118785317.weom090233openalex-snapshot
Self‐Service Technology
inferred← citeshttps://doi.org/10.1002/9781118785317.weom090639openalex-snapshot
Service Encounters
inferred← citeshttps://doi.org/10.1002/9781119302735.ch6openalex-snapshot
Managing Service Quality
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The Augmented Customer Relationship: the Increasing Importance of the Customer's Role
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Standards, Policies, Ethical Guidelines and Governance in Artificial Intelligence
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Interaction That Values Co-Creation in the Design of Services
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Changes and evolution in the intellectual structure of consumer dissatisfaction
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Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure
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The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters
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Consequences of customer powerlessness: Secondary control
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Sentiment toward marketing: Should we care about consumer alienation and readiness to use technology?
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Unlocking the Service Attractiveness of AI Assistants: Does Multi‐Modal Anthropomorphic Interaction Dynamically Manipulate Users' Mindset Metrics?
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Seven challenges to combining human and automated service
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Does customer engagement with internet based services influence adoption of other new products?
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The Influence of Service Innovation Capability for Self‐Service Technology Investment
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Banking on Innovation, Innovation in Banking at ICICI Bank
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Oh my gosh, I got to get out of this place! A qualitative study of vicarious embarrassment in service encounters
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Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective
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Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model
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Personalization in personalized marketing: Trends and ways forward
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Relating the dark side of new‐age technologies and customer technostress
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Consumer decision‐making in cosmetic surgery: An interdisciplinary review identifying key challenges and implications for marketing theory
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Consumer forgiveness: A literature review and research agenda
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Seven Contexts for Service System Design
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What Effects Do Legal Rules Have on Service Innovation?
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Internet Banking: An Interaction Building Channel for Bank-Customer Relationships
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Customers, Employees and Communication
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How Can We Utilize Self-service Technology Better?
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Value Network Segmentation: A Three-Factor Model
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Toward the Future
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Omnichannel Customer Behavior in Retail Banking
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Artificial Intelligence (AI) and Cognitive Apportionment for Service Flexibility
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Customer Experience Literature Analysis Based on Bibliometry
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The Impact of Electronic Services on Traditional Services
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Digital Channels Catalysing Businesses in Fast-Expanding African Markets
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Service Productivities’ Next Top-Models
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Service Failure and Complaints Management: An Overview
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Analysis and Design of Digital Value Co-creation Networks: Insights from Digital Platforms
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The Influence of Facebook on Value Cocreation: Evidence from the Moroccan Fast-Food Industry
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Managing Intellectual Capital as a Pathway to Improved Performance: Perspectives from Healthcare Organizations
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The Evolution of Buyer-Seller Relationships in the Digital Age: A Philosophical Approach
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Four Problems for Frontline AI
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Mass-Customization Service Encounters: The Influence of the Co-Design Process Structure on Performance
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Blueprinting for Technology-Based Service: Decoupling of Physical-Virtual Layers
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Guidelines for User Driven Service and E-Service Innovations
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Remote Service Technologies - A Framework and Factors Influencing Adoption in B2B Relationships
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Investigating the use of Scent in a Medical Service Environment
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The Effect of Self-Scanning on Consumers’ Expectations and Satisfaction: An Exploratory Study In A Retail Service Setting
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E-Health Services Adoption by European General Practitioners
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The Virtual Service Encounter: Opportunities for Research
inferred← citeshttps://doi.org/10.1007/978-3-319-24072-5_16openalex-snapshot
Hybrid Service Compositions: When BPM Meets Dynamic Case Management
inferred← citeshttps://doi.org/10.1007/978-3-319-56925-3_27openalex-snapshot
Mega Sporting Events and Technology: The Role of Social Networks in Co-creating Value for the Olympic Games
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Implementing Service Management Standards: Motivations and Key Factors
inferred← citeshttps://doi.org/10.1007/978-3-322-90464-5_1openalex-snapshot
Kundenfokus im Mobile Commerce: Anforderungen der Kunden und Anforderungen an die Kunden
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Success Factors in New Service Development and Value Creation through Services
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Addressing Marketing Requirements in User-Interface Design for Multiple Platforms
inferred← citeshttps://doi.org/10.1007/978-3-540-73345-4_56openalex-snapshot
Text Analysis of Consumer Reviews: The Case of Virtual Travel Firms
inferred← citeshttps://doi.org/10.1007/978-3-642-31507-7_3openalex-snapshot
Research on Frequent Flyer Churn Early Warning in Civil Aviation Based on Predictive Value
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Service Science in China
inferred← citeshttps://doi.org/10.1007/978-3-642-34497-8_8openalex-snapshot
Supporting System of Service Technology
inferred← citeshttps://doi.org/10.1007/978-3-642-39715-8_8openalex-snapshot
Content Management for Advisory Support Information Systems
inferred← citeshttps://doi.org/10.1007/978-3-658-00253-4_6openalex-snapshot
Dienstleistungsindividualisierung – Umsetzung und kundenseitige Wirkungen
inferred← citeshttps://doi.org/10.1007/978-3-658-02140-5openalex-snapshot
Service Value als Werttreiber
inferred← citeshttps://doi.org/10.1007/978-3-658-02140-5_11openalex-snapshot
Service Value durch Customization – Implikationen für die Gestaltung des Dienstleistungsmanagements
inferred← citeshttps://doi.org/10.1007/978-3-658-02958-6_10openalex-snapshot
Kundenzufriedenheit mit ferngesteuerten Dienstleistungstechnologien
inferred← citeshttps://doi.org/10.1007/978-3-658-16464-5_9openalex-snapshot
Friend or Foe? An Exploratory Analysis of Employees’ Attitudes Towards Self-Service Technologies
inferred← citeshttps://doi.org/10.1007/978-3-658-17233-6_1openalex-snapshot
Gegenstand und Besonderheiten des Dienstleistungsmarketing
inferred← citeshttps://doi.org/10.1007/978-3-658-19127-6_16openalex-snapshot
Eine Diskussion des Dunning‐Kruger‐Effekts für Kunden‐Mitarbeitenden‐Beziehungen
inferred← citeshttps://doi.org/10.1007/978-3-658-28672-9_35openalex-snapshot
Die Bedeutung von Technologien in der Dienstleistungsmarketingforschung: Neue Chancen und Herausforderungen am Beispiel der Sharing Economy
inferred← citeshttps://doi.org/10.1007/978-3-658-30166-8_1openalex-snapshot
Automatisierung und Personalisierung als Zukunftsdisziplinen des Dienstleistungsmanagements
inferred← citeshttps://doi.org/10.1007/978-3-658-30166-8_3openalex-snapshot
Kundenintegration im Zeitalter der Digitalisierung – Eine Dienstleistungstypologie automatisierter Personalisierung zur Ableitung von Kundenrollen
inferred← citeshttps://doi.org/10.1007/978-3-658-30166-8_8openalex-snapshot
Service Encounter 1.0 Theories revisited – Development of an Evaluation Scheme to assess their explanatory Relevance in the Service Encounter 2.0 Environment
inferred← citeshttps://doi.org/10.1007/978-3-658-30166-8_9openalex-snapshot
How Technology is changing Employees’ Roles in the Service Encounter – A Skill-based Analysis
inferred← citeshttps://doi.org/10.1007/978-3-658-34324-8_18openalex-snapshot
Künstliche Intelligenz auf Edge Computing-Umgebungen für den Handel
inferred← citeshttps://doi.org/10.1007/978-3-658-44147-0_9openalex-snapshot
Interaktion – das Kernelement der Service Co-Creation
inferred← citeshttps://doi.org/10.1007/978-3-662-59858-0_9openalex-snapshot
Dienstleistungsqualität
inferred← citeshttps://doi.org/10.1007/978-3-7091-0503-0_21openalex-snapshot
Web Marketing Features of UK Rural Hospitality Businesses
inferred← citeshttps://doi.org/10.1007/978-3-7091-6177-7_14openalex-snapshot
The Characteristics of Wap-Phones Users: Travel Habits, Internet Usage, and Demographics
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The Role of Customer Involvement in Library E-services
inferred← citeshttps://doi.org/10.1007/978-3-7908-2404-9_1openalex-snapshot
Open Innovation in Research Libraries-Myth or Reality?
inferred← citeshttps://doi.org/10.1007/978-3-8349-3858-9_1openalex-snapshot
Gegenstand und Besonderheiten des Dienstleistungsmarketing
inferred← citeshttps://doi.org/10.1007/978-3-8349-4237-1_5openalex-snapshot
Improving Retailer Profitability with Self-Service Technologies throughout all Sales Phases – The role of the business model
inferred← citeshttps://doi.org/10.1007/978-3-8349-4418-4_2openalex-snapshot
Das Dienstleistungspotenzial des Internet
inferred← citeshttps://doi.org/10.1007/978-3-8349-4418-4_3openalex-snapshot
Informationsdienstleistungen, dienstleistungsbasierte Informationsprodukte, informationsbasierte Dienstleistungen — Grundlagen und Herausforderungen im Zeitalter des „E-*.*“
inferred← citeshttps://doi.org/10.1007/978-3-8349-6450-2_14openalex-snapshot
Wine on the Web – Online-Weinhandel
inferred← citeshttps://doi.org/10.1007/978-3-8349-8203-2_4openalex-snapshot
Logistics Service Quality and Technology Investment in Retailing
inferred← citeshttps://doi.org/10.1007/978-3-8349-8577-4_8openalex-snapshot
Das Stressoren-Ressourcen-Modell der Dienstleistungsinteraktion – Eine theoretische Betrachtung
inferred← citeshttps://doi.org/10.1007/978-3-8349-8745-7_17openalex-snapshot
Einsatz und Auswirkungen von Technologien in Kundenbeziehungen
inferred← citeshttps://doi.org/10.1007/978-3-8349-9407-3_1openalex-snapshot
Kundenintegration im Dienstleistungsmanagement — Eine Einführung in die theoretischen und praktischen Problemstellungen
inferred← citeshttps://doi.org/10.1007/978-3-8349-9544-5_7openalex-snapshot
Employees’ ICT Customization Decisions in a Banking Context
inferred← citeshttps://doi.org/10.1007/978-3-8349-9626-8_9openalex-snapshot
Remote Services — Erste Forschungsansätze zur Internationalisierung von ferngesteuerten Dienstleistungen
inferred← citeshttps://doi.org/10.1007/978-3-8350-9515-1_1openalex-snapshot
Ferngesteuerte Dienstleistungen. Betriebswirtschaftliche Spezifika, Terminologie und Herausforderungen für das Management
inferred← citeshttps://doi.org/10.1007/978-3-8350-9614-1_3openalex-snapshot
E-Services: A Synthesis and Research Agenda
inferred← citeshttps://doi.org/10.1007/978-4-431-54267-4_3openalex-snapshot
Service Artifacts as Co-creation Boundary Objects in Digital Platforms
inferred← citeshttps://doi.org/10.1007/978-4-431-54922-2_8openalex-snapshot
Struggling at the Front Line: ICT and Service Innovation
inferred← citeshttps://doi.org/10.1007/978-81-322-1007-8_37openalex-snapshot
Productivity Improvement in Railway Reservation Process: A Case Study
inferred← citeshttps://doi.org/10.1007/978-81-322-1050-4_51openalex-snapshot
Improving Common Model Understanding Within Collaborative Engineering Design Research Projects
inferred← citeshttps://doi.org/10.1007/978-981-13-3149-7_3openalex-snapshot
How Do You Reduce Waiting Time?
inferred← citeshttps://doi.org/10.1007/978-981-96-7265-3_4openalex-snapshot
Using Technology in Experiential Process in Aviation
inferred← citeshttps://doi.org/10.1007/bf03396516openalex-snapshot
A Global Competitiveness Study of Thai Securities Industry: A Case Study of Factors Influencing Investors’ Loyalty to Securities Companies in Bangkok
inferred← citeshttps://doi.org/10.1007/s00146-003-0248-zopenalex-snapshot
Service, quality and human factors
inferred← citeshttps://doi.org/10.1007/s00163-016-0240-5openalex-snapshot
Development of a service evolution map for service design through application of text mining to service documents
inferred← citeshttps://doi.org/10.1007/s00187-008-0052-5openalex-snapshot
Ein Planungsansatz zur Kapazitätsdimensionierung von IuK-Techniken
inferred← citeshttps://doi.org/10.1007/s10257-008-0106-0openalex-snapshot
Designing service systems by bridging the “front stage” and “back stage”
inferred← citeshttps://doi.org/10.1007/s10257-012-0193-9openalex-snapshot
Impacts of employee participation and trust on e-business readiness, benefits, and satisfaction
inferred← citeshttps://doi.org/10.1007/s10257-017-0359-6openalex-snapshot
Organizational knowledge and information technology: the key resources for improving customer service in call centers
inferred← citeshttps://doi.org/10.1007/s10479-018-2979-8openalex-snapshot
Enhancing e-platform business by customer service systems: a multi-methodological case study on Ali Wangwang instant message’s impacts on TaoBao
inferred← citeshttps://doi.org/10.1007/s10550-006-0022-0openalex-snapshot
Self-service — but is it good to talk?
inferred← citeshttps://doi.org/10.1007/s10550-007-0088-3openalex-snapshot
Self-service — but is it good to talk?
inferred← citeshttps://doi.org/10.1007/s10696-005-5170-xopenalex-snapshot
Mass Customization: Reflections on the State of the Concept
inferred← citeshttps://doi.org/10.1007/s10796-012-9389-2openalex-snapshot
A study of virtual product consumption from the expectancy disconfirmation and symbolic consumption perspectives
inferred← citeshttps://doi.org/10.1007/s10796-018-9880-5openalex-snapshot
An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management
inferred← citeshttps://doi.org/10.1007/s10796-019-09894-1openalex-snapshot
An Empirical Assessment of Service Quality, Service Consumption Experience and Relational Exchange in Electronic Mediated Environment (EME)
inferred← citeshttps://doi.org/10.1007/s10796-021-10212-xopenalex-snapshot
“Don’t Neglect the User!” – Identifying Types of Human-Chatbot Interactions and their Associated Characteristics
inferred← citeshttps://doi.org/10.1007/s10834-012-9314-3openalex-snapshot
The Effects of Technology Readiness on Customer Perceived Value: An Empirical Analysis
inferred← citeshttps://doi.org/10.1007/s10869-006-9025-6openalex-snapshot
Job Characteristic Beliefs and Personality as Antecedents of Subjective Person–Job Fit
inferred← citeshttps://doi.org/10.1007/s11135-025-02398-yopenalex-snapshot
Comparison of emphasis on service remedies, service guarantees and negative messages from word of mouth for public enterprises and private companies
inferred← citeshttps://doi.org/10.1007/s11573-011-0500-9openalex-snapshot
Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und künftige Forschungsaufgaben
inferred← citeshttps://doi.org/10.1007/s11628-006-0006-7openalex-snapshot
The dynamics and evolution of the service marketing literature: 1993–2003
inferred← citeshttps://doi.org/10.1007/s11628-011-0105-yopenalex-snapshot
Customers’ zone of tolerance for retail stores
inferred← citeshttps://doi.org/10.1007/s11628-013-0214-xopenalex-snapshot
Adopting e-finance: decomposing the technology acceptance model for investors
inferred← citeshttps://doi.org/10.1007/s11628-016-0325-2openalex-snapshot
The role of other customers during self-service technology failure
inferred← citeshttps://doi.org/10.1007/s11628-021-00461-wopenalex-snapshot
Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry
inferred← citeshttps://doi.org/10.1007/s11628-022-00506-8openalex-snapshot
The quality of physical–electronic hybrid services and its impact on customer loyalty
inferred← citeshttps://doi.org/10.1007/s11747-007-0044-2openalex-snapshot
Developing a deeper understanding of post-purchase perceived risk and behavioral intentions in a service setting
inferred← citeshttps://doi.org/10.1007/s11747-007-0066-9openalex-snapshot
An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic
inferred← citeshttps://doi.org/10.1007/s11747-010-0215-4openalex-snapshot
How does product program innovativeness affect customer satisfaction? A comparison of goods and services
inferred← citeshttps://doi.org/10.1007/s11747-011-0274-1openalex-snapshot
Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?
inferred← citeshttps://doi.org/10.1007/s11747-017-0565-2openalex-snapshot
Customer engagement in service
inferred← citeshttps://doi.org/10.1007/s11747-024-01037-6openalex-snapshot
Unintended consequences of in-store technology for frontline employees: An empirics-first approach
inferred← citeshttps://doi.org/10.1007/s11782-011-0138-zopenalex-snapshot
Effects of perceived organizational support and guanxi on salesperson performance: The mediation of customer need knowledge
inferred← citeshttps://doi.org/10.1007/s12087-009-0026-4openalex-snapshot
Theoretical Model of E-Business Infusion in Manufacturer-Reseller Relationships
inferred← citeshttps://doi.org/10.1007/s12525-011-0073-zopenalex-snapshot
Creating commercially compelling website-service encounters: an examination of the effect of website-service interface performance components on flow experiences
inferred← citeshttps://doi.org/10.1007/s12525-013-0124-8openalex-snapshot
Designing for mobile value co-creation—the case of travel counselling
inferred← citeshttps://doi.org/10.1007/s12525-014-0170-xopenalex-snapshot
Does service convenience matter? An empirical assessment of service quality, service convenience and exchange relationship in electronic mediated environment
inferred← citeshttps://doi.org/10.1007/s12525-018-0304-7openalex-snapshot
Exploring characteristics and transformational capabilities of InsurTech innovations to understand insurance value creation in a digital world
inferred← citeshttps://doi.org/10.1007/s12525-019-00356-9openalex-snapshot
Design principles for digital value co-creation networks: a service-dominant logic perspective
inferred← citeshttps://doi.org/10.1007/s12525-021-00506-yopenalex-snapshot
Creating customer value from data: foundations and archetypes of analytics-based services
inferred← citeshttps://doi.org/10.1007/s12525-022-00589-1openalex-snapshot
Exploring engagement, well-being, and welfare on engagement platforms: Insight into the personal service sector from the DACH region
inferred← citeshttps://doi.org/10.1007/s12927-019-0007-4openalex-snapshot
Co-creation of Service Recovery and Post-Recovery Responses: The Impact of Cultural Values Orientations and Outcome Favorability
inferred← citeshttps://doi.org/10.1007/s40558-016-0052-5openalex-snapshot
An experience-based taxonomy of branded hotel mobile application features
inferred← citeshttps://doi.org/10.1007/s41471-022-00139-7openalex-snapshot
A Contextualized Acceptance Model for Proactive Smart Services
inferred← citeshttps://doi.org/10.1007/s43039-021-00025-wopenalex-snapshot
Managing the sales transformation process in B2B: between human and digital
inferred← citeshttps://doi.org/10.1007/s44491-026-00025-6openalex-snapshot
Language as a sales tool: Chatbot language quality in digital service operations
inferred← citeshttps://doi.org/10.1016/b978-0-08-096930-5.10009-6openalex-snapshot
The aesthetics challenge
inferred← citeshttps://doi.org/10.1016/b978-0-443-29863-9.00059-3openalex-snapshot
Intangibility and the management of physical evidence in services marketing
inferred← citeshttps://doi.org/10.1016/b978-0-7506-8753-9.50010-xopenalex-snapshot
The service encounter
inferred← citeshttps://doi.org/10.1016/b978-1-84334-281-6.50011-1openalex-snapshot
Technology and Customer Relationships in Thai Financial Services
inferred← citeshttps://doi.org/10.1016/j.annals.2021.103180openalex-snapshot
Hotels' COVID-19 innovation and performance
inferred← citeshttps://doi.org/10.1016/j.bushor.2020.03.014openalex-snapshot
How small service failures drive customer defection: Introducing the concept of microfailures
inferred← citeshttps://doi.org/10.1016/j.chb.2005.07.006openalex-snapshot
The influence of technology readiness on satisfaction and behavioral intentions toward self-service technologies
inferred← citeshttps://doi.org/10.1016/j.chb.2008.05.013openalex-snapshot
Human communication in customer-agent-computer interaction: Face-to-face versus over telephone
inferred← citeshttps://doi.org/10.1016/j.chb.2010.08.010openalex-snapshot
Explaining physicians’ acceptance of EHCR systems: An extension of TAM with trust and risk factors
inferred← citeshttps://doi.org/10.1016/j.chb.2012.06.027openalex-snapshot
Recovery of online service: Perceived justice and transaction frequency
inferred← citeshttps://doi.org/10.1016/j.chb.2021.106747openalex-snapshot
Investigating managers' understanding of chatbots in the Korean financial industry
inferred← citeshttps://doi.org/10.1016/j.chb.2022.107329openalex-snapshot
AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior
inferred← citeshttps://doi.org/10.1016/j.chbah.2024.100050openalex-snapshot
The search for AI value: The role of complexity in human-AI engagement in the financial industry
inferred← citeshttps://doi.org/10.1016/j.cie.2017.01.013openalex-snapshot
Service design blueprint approach incorporating TRIZ and service QFD for a meal ordering system: A case study
inferred← citeshttps://doi.org/10.1016/j.cmpb.2013.09.001openalex-snapshot
The relationship between usage intention and adoption of electronic health records at primary care clinics
inferred← citeshttps://doi.org/10.1016/j.dss.2005.10.003openalex-snapshot
Identifying issues in customer relationship management at Merck-Medco
inferred← citeshttps://doi.org/10.1016/j.dss.2011.10.001openalex-snapshot
The effect of pre- and post-service performance on consumer evaluation of online retailers
inferred← citeshttps://doi.org/10.1016/j.dss.2015.04.010openalex-snapshot
On the brink: Predicting business failure with mobile location-based checkins
inferred← citeshttps://doi.org/10.1016/j.ejor.2021.01.041openalex-snapshot
Configuring and pricing smart coproductive services
inferred← citeshttps://doi.org/10.1016/j.elerap.2009.09.003openalex-snapshot
Online auction service failures in Taiwan: Typologies and recovery strategies
inferred← citeshttps://doi.org/10.1016/j.elerap.2026.101572openalex-snapshot
Forgiveness catalyst or risk amplifier? The impact of AI customer service anthropomorphism on consumers’ forgiveness willingness
inferred← citeshttps://doi.org/10.1016/j.eswa.2005.11.033openalex-snapshot
An empirical of service quality model from the viewpoint of management
inferred← citeshttps://doi.org/10.1016/j.giq.2006.11.003openalex-snapshot
Electronic government: Rethinking channel management strategies
inferred← citeshttps://doi.org/10.1016/j.giq.2009.08.003openalex-snapshot
Multichannel marketing: An experiment on guiding citizens to the electronic channels
inferred← citeshttps://doi.org/10.1016/j.heliyon.2024.e30278openalex-snapshot
The impact of value co-creation behavior on customer loyalty in the service domain
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