Nationality: American Education: Ph.D. in Sociology and Personality... Alone Together: Why We Expect More from Technology â€¦ https://www.goodreads.com/book/show/8694125-alone-together Start by marking â€œAlone Together: Why We Expect More from Technology and Less from Each Otherâ€ as Want to Read: ... Unfortunately I am no closer to telling you why we expect more from technology & less from each other than I was before I read this book. One of the main things that bothered me about this book was that, even though I was really interested in these â€¦

Alone Together: Why We Expect More from Technology and Less from Each Other

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

Transforming the Customer Experience Through New Technologies

Gamification and Mobile Marketing Effectiveness

Smart technologies and connected objects are rapidly changing the organizational frontline. Yet, our understanding of how these technologies infuse service encounters remains limited. Therefore, the purpose of this paper is to update existing classifications of Frontline Service Technology (FST) infusion. Moreover, the authors discuss three promising smart and connected technologies – conversational agents, extended reality (XR) and blockchain technology – and their respective implications for customers, frontline employees and service organizations.,This paper uses a conceptual approach integrating existing work on FST infusion with artificial intelligence, robotics, XR and blockchain literature, while also building on insights gathered through expert interviews and focus group conversations with members of two service research centers.,The authors define FST and propose a set of FST infusion archetypes at the organizational frontline. Additionally, the authors develop future research directions focused on understanding how conversational agents, XR and blockchain technology will impact service.,This paper updates and extends existing classifications of FST, while paving the road for further work on FST infusion.

Steve Holland

Papers

Mobile Shopper Marketing: Key Issues, Current Insights, and Future Research Avenues