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Keywords: Service dyads
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Journal Articles
From third party to significant other for service encounters: a systematic review on third-party roles and their implications
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2021) 32 (4): 533–559.
Published: 09 December 2020
...” in service encounters and identifies avenues for future research. Third party Service dyads Service triads Service encounters Systematic literature review Imagine Melissa arriving at the airport for a connecting flight. After delivering her luggage to a robot, she finds herself sitting among...
