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Keywords: ICT‐based encounters
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Journal Articles
Info (2012) 14 (2): 42–56.
Published: 02 March 2012
... of such encounters to ICT‐based encounters. Design/methodology/approach The paper discusses and merges different approaches in the existing literature and examines different modes of ICT‐based customer/employee interaction to construct a framework that will help understand how innovations are developed...
