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Journal Articles
Frontline Service Technology infusion: conceptual archetypes and future research directions
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2019) 30 (1): 156–183.
Published: 08 January 2019
..., the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications...
