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Keywords: Socio-technical systems theory
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (6): 26–49.
Published: 16 January 2026
... are analyzed using thematic mapping and interpreted through the lens of socio-technical systems theory and service-dominant logic. Findings The thematic mapping revealed six central themes on the integration of technology in human-to-human service interactions: (1) pre-service optimization, (2) interaction...
Includes: Supplementary data
