國立虎尾科技大學 |

Digital Technology in Service Encounters = Effects on Frontline Employees and Customer Responses /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Digital Technology in Service Encounters/ by Sonja Christ-Brendemühl.
Reminder of title:	Effects on Frontline Employees and Customer Responses /
Author:	Christ-Brendemühl, Sonja.
Description:	XVIII, 271 p. 42 illus., 4 illus. in color.online resource. :
Contained By:	Springer Nature eBook
Subject:	Technological innovations. -
Online resource:	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 EncountersEffects 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:

564143
Technological innovations.

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 0 $a Technological innovations. $3 564143
650 1 4 $a Innovation and Technology Management. $3 1365778
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)