Useful typology of the role of technology in service interactions

The paper entitled “Frontline Technology Infusion: Conceptual Archetypes and a Future Research Agenda” offers a useful typology for the role of technology in customer service. The paper was authored by Arne De Keyser, Sarah Köcher, Linda Nasr and Jay Kandampully, and the authors provide various examples of how technology may 1) have no role, 2) … Continue reading Useful typology of the role of technology in service interactions