語系:
繁體中文
English
說明(常見問題)
登入
回首頁
切換:
標籤
|
MARC模式
|
ISBD
Digital Technology in Service Encounters = Effects on Frontline Employees and Customer Responses /
紀錄類型:
書目-語言資料,印刷品 : Monograph/item
正題名/作者:
Digital Technology in Service Encounters/ by Sonja Christ-Brendemühl.
其他題名:
Effects on Frontline Employees and Customer Responses /
作者:
Christ-Brendemühl, Sonja.
面頁冊數:
XVIII, 271 p. 42 illus., 4 illus. in color.online resource. :
Contained By:
Springer Nature eBook
標題:
Innovation and Technology Management. -
電子資源:
https://doi.org/10.1007/978-3-658-37885-1
ISBN:
9783658378851
Digital Technology in Service Encounters = Effects on Frontline Employees and Customer Responses /
Christ-Brendemühl, Sonja.
Digital Technology in Service Encounters
Effects on Frontline Employees and Customer Responses /[electronic resource] :by Sonja Christ-Brendemühl. - 1st ed. 2022. - XVIII, 271 p. 42 illus., 4 illus. in color.online resource. - Innovation, Entrepreneurship und Digitalisierung,2524-5791. - Innovation, Entrepreneurship und Digitalisierung,.
Introduction -- 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.
Digital 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-Brendemühl 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.
ISBN: 9783658378851
Standard No.: 10.1007/978-3-658-37885-1doiSubjects--Topical Terms:
1365778
Innovation and Technology Management.
LC Class. No.: HD45
Dewey Class. No.: 658.4062
Digital Technology in Service Encounters = Effects on Frontline Employees and Customer Responses /
LDR
:03238nam a22004095i 4500
001
1087854
003
DE-He213
005
20220627082940.0
007
cr nn 008mamaa
008
221228s2022 gw | s |||| 0|eng d
020
$a
9783658378851
$9
978-3-658-37885-1
024
7
$a
10.1007/978-3-658-37885-1
$2
doi
035
$a
978-3-658-37885-1
050
4
$a
HD45
072
7
$a
KJD
$2
bicssc
072
7
$a
BUS042000
$2
bisacsh
072
7
$a
KJD
$2
thema
082
0 4
$a
658.4062
$2
23
082
0 4
$a
658.514
$2
23
100
1
$a
Christ-Brendemühl, Sonja.
$e
author.
$4
aut
$4
http://id.loc.gov/vocabulary/relators/aut
$3
1394942
245
1 0
$a
Digital Technology in Service Encounters
$h
[electronic resource] :
$b
Effects on Frontline Employees and Customer Responses /
$c
by Sonja Christ-Brendemühl.
250
$a
1st ed. 2022.
264
1
$a
Wiesbaden :
$b
Springer Fachmedien Wiesbaden :
$b
Imprint: Springer Gabler,
$c
2022.
300
$a
XVIII, 271 p. 42 illus., 4 illus. in color.
$b
online resource.
336
$a
text
$b
txt
$2
rdacontent
337
$a
computer
$b
c
$2
rdamedia
338
$a
online resource
$b
cr
$2
rdacarrier
347
$a
text file
$b
PDF
$2
rda
490
1
$a
Innovation, Entrepreneurship und Digitalisierung,
$x
2524-5791
505
0
$a
Introduction -- 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.
520
$a
Digital 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-Brendemühl 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.
650
1 4
$a
Innovation and Technology Management.
$3
1365778
650
0
$a
Technological innovations.
$3
564143
710
2
$a
SpringerLink (Online service)
$3
593884
773
0
$t
Springer Nature eBook
776
0 8
$i
Printed edition:
$z
9783658378844
776
0 8
$i
Printed edition:
$z
9783658378868
830
0
$a
Innovation, Entrepreneurship und Digitalisierung,
$x
2524-5783
$3
1280342
856
4 0
$u
https://doi.org/10.1007/978-3-658-37885-1
912
$a
ZDB-2-BUM
912
$a
ZDB-2-SXBM
950
$a
Business and Management (SpringerNature-41169)
950
$a
Business and Management (R0) (SpringerNature-43719)
筆 0 讀者評論
多媒體
評論
新增評論
分享你的心得
Export
取書館別
處理中
...
變更密碼[密碼必須為2種組合(英文和數字)及長度為10碼以上]
登入