“Service Encounter 2.0”: an investigation into the roles of technology, employees and customers

By Bart Larivière, D. Bowen, Tor Wallin Andreassen, W. Kunz, Nancy J. Sirianni, C. Voss, N. Wünderlich, Arne De Keyser. 2017

651 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/cc8aa4f247d7948cede55b0b7b66f932e2bb71aa

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Citations in the corpus

AI-based chatbots in customer service and their effects on user compliance (2020, background): “…effects demonstrate that even though the interface between companies and consumers is gradually evolving to become technology dominant through technologies such as CAs (Larivière et al. 2017), humans tend to also attribute human-like characteristics, behaviors, and emotions to the nonhuman agents.”
Artificial intelligence, robotics, advanced technologies and human resource management: a systematic review (2021, background): “These intelligent “ beings ” have revolutionized traditional human resource functions, providing growing strengths and potentialities for HRM but also formidable challenges including job-specific obsolescence (Malik et al., 2019; Larivi (cid:1) ere et al., 2017).”
Frontline Service Technology infusion: conceptual archetypes and future research directions (2019, methodology): “In other words, as technology substitutes a human actor, the latter no longer takes an active role in the service encounter and is “ represented ” by a technology-driven counterpart (Larivière et al. , 2017).”
Towards Designing Cooperative and Social Conversational Agents for Customer Service (2017, background): “CAs increasingly fulfill the role of service employees and substitute tasks historically performed by human service personnel (Larivière et al. 2017; Marinova et al. 2017; Verhagen et al. 2014).”
Customer experience challenges: bringing together digital, physical and social realms (2018, background): “Third, increased participation requires a changing role of employee and customer (Bowen, 2016; Larivière et al., 2017), and an increased need for coordination between the two parties Today, fragmentation of roles leads to new questions.”
A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism (2020, background): “…and customers in automated services and the effect of working alongside intelligent systems on role performance is vital to (re)conceptualize the automated tourism and hospitality service experience’s production and consumption in light of intelligent automation (see Larivière et al., 2017).”
Enhancing hospitality experience with service robots: the mediating role of rapport building (2019, background): “Robots ’ high level of autonomy can reduce the labor input of employees and customers (Larivière et al., 2017).”
Service robot implementation: a theoretical framework and research agenda (2019, background): “Robots can be helpful at di ﬀ erent stages of the customer journey, such as providing information before purchase and guiding customers during it (Larivière et al., 2017).”