New measurement scales for evaluating perceptions of the technology‐mediated customer service experience

By Craig M. Froehle, Aleda V. Roth. 2004

469 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/9afa873ee97ba3d5ea16d847a801ebebca5c4cac

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Citations in the corpus

Customer orientation and innovation : a comparative study of manufacturing and service firms (2016, background): “Technologies (especially information technologies) do change the way that services are delivered and designed, but service primarily uses technology as a way to support the service delivery process and customer contact (Froehle and Roth, 2004).”
Where To Go From Here? Thoughts on Future Directions for Research on Individual-Level Technology Adoption with a Focus on Decision Making (2006, background): “…the end consumer and the attributes that drive that decision and the potential characteristics of the type of service and the service-delivery channel, including technology-channel characteristics for various levels of the role of technology in the customer interaction (e.g., Froehle & Roth, 2004).”
Domo Arigato Mr. Roboto (2017, background): “…addition to traditional customer–FLE interactions without any technology infusion, Quadrant 2 also includes technology-mediated social interactions (Froehle and Roth 2004); for instance, service transactions (e.g., patient-doctor encounters) that are facilitated via Skype or, in the near future,…”
Measuring customer experience in service: A systematic review (2019, background): “…and service experience are different but complementary concepts, the term ‘customer service experience’ is treated by various authors as referring solely to the service experiences of customers (Froehle & Roth, 2004; Khan, Garg, & Rahman, 2015; Klaus & Maklan, 2012; Meyer & Schwager, 2007).”
Designing Multi-Interface Service Experiences (2008, background): “…almost every aspect of service provision, whether supporting employees in personal contact, such as in modern bank branches, or creating new self-service technologies, such as Internet banking (Bitner, Brown, and Meuter 2000; Froehle and Roth 2004; Meuter et al. 2000; Parasuraman and Grewal 2000).”
Customer experience modeling: from customer experience to service design (2012, background): “, 2007), addressing aspects such as technology infusion (Froehle and Roth, 2004; Bitner et al., 2000), customer contact intensity (Chase, 1981), and internal process design to support experience (Verma et al.”
“Service Encounter 2.0”: an investigation into the roles of technology, employees and customers (2017, background): “In other words, technology can be used in tandem with employees to provide a better service encounter outcome (Froehle & Roth, 2004).”
The impact of virtual, augmented and mixed reality technologies on the customer experience (2019, unknown): “The technologies described in the EPI Cube can be considered as channels that mediate customer-firm contacts (Froehle & Roth, 2004) or touchpoints (Payne & Frow, 2004).”
Frontline Service Technology infusion: conceptual archetypes and future research directions (2019, methodology): “Froehle and Roth (2004) offered the broadest classification to date and consider how technology is important for both face-to-face and face-to-screen encounters.”