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Keywords: Frontline employee (FLE)
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Journal Articles
The service triad: an empirical study of service robots, customers and frontline employees
Open Access
Journal:
Journal of Service Management
Journal of Service Management (2022) 33 (2): 246–292.
Published: 25 August 2021
...Gaby Odekerken-Schröder; Kars Mennens; Mark Steins; Dominik Mahr Purpose Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim...
