Construct · 1 fields · 1 citations

frontline service technology infusion: a standalone construct

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frontline servicetechnology infusion1 CONSTRUCTFrontline serviceDE KEYSER · SERVICES MARKETING

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Services marketing

the degree to which technology is built into frontline customer interactions, classed into archetypes by the roles of technology, employee and customer.

In services marketing, frontline service technology infusion refers to the degree to which technology is built into frontline customer interactions, classed into archetypes by the roles of technology, employee and customer. This meaning comes from De Keyser (2019) in Journal of Service Management.[1]

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degree1 fields · 1 citationsanchor · a standalone constructinfusion1 fields · 1 citationsanchor · a standalone constructIT infusion1 fields · 1 citationsanchor · a standalone construct

References

  1. De Keyser, A., Köcher, S., Alkire (née Nasr), L., Verbeeck, C., & Kandampully, J. (2019). Frontline Service Technology infusion: conceptual archetypes and future research directions. Journal of Service Management, 30(1), 156-183. https://doi.org/10.1108/josm-03-2018-0082

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