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Keywords: Organizational frontline
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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
...Arne De Keyser; Sarah Köcher; Linda Alkire (née Nasr); Cédric Verbeeck; Jay Kandampully Purpose Smart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains limited. Therefore...
