Figure 2
A two-by-two matrix diagram is shown. The horizontal axis is labeled “Technological Augmentation”, with Low at the left and High at the right. The vertical axis is labeled “Service Customization”, with Low at the bottom and High at the top. The matrix is divided by a vertical and a horizontal line into four quadrants. In the upper left quadrant, labeled by High service customization and Low technological augmentation, two overlapping circular nodes are shown. One circle is labeled “Service Agent Well-Being”, and another is labeled “Emotion Work”. Dotted arrows point upward and rightward toward lighter circles with the same labels positioned closer to the center line. The lighter “Emotion Work” circle is shown in the top right quadrant. In the upper right quadrant, labeled by High service customization and High technological augmentation, three circular nodes are shown. Two overlapping circles are shown, both labeled “Collaborative Service”. One is dark, and the other is lighter. Another circle below them is labeled “Interaction Intelligence”. Dotted arrows indicate movement from dark “Collaborative Service” toward the light “Collaborative Service”. In the lower left quadrant, labeled by Low service customization and Low technological augmentation, two circular nodes are shown. Both are labeled “Pre-Service Optimization”, with one positioned lower and darker and another positioned higher and lighter. A dotted arrow points upward from the lower, darker circle to the higher, lighter one. In the lower right quadrant, labeled by Low service customization and High technological augmentation, three overlapping circular nodes are shown. Two circles are labeled “Service Agent Monitoring”. The darker “Service Agent Monitoring” circle is shown lower, and the lighter “Service Agent Monitoring” circle is shown higher. The third circle is labeled “Interaction Intelligence”. Dotted arrows indicate upward movement from darker “Service Agent Monitoring” to lighter “Service Agent Monitoring”, and from there toward the upper right quadrant.Conceptual framework: mapping the themes along the axes of augmentation and customization