Keywords: Technology mediation
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Journal Articles
Journal of Services Marketing (2019) 33 (2): 245–254.
Published: 08 April 2019
... readiness, job performance and overall experience. However, as yet, there is sparse empirical support for these conceptual interpretations. The purpose of this paper is to provide an understanding of the new service provider roles that emerge due to the increase of technology mediation in services...

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