Journal ArticleDOI
High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services
TLDR
Contrary to conventional wisdom, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms.Abstract:
Smart interactive services, in contrast with other technology-based services, require significant human-to-human interaction and collaboration in addition to the service provided by the embedded te...read more
Citations
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Basics of qualitative research: Grounded theory procedures and techniques
TL;DR: Reading a book as this basics of qualitative research grounded theory procedures and techniques and other references can enrich your life quality.
Journal ArticleDOI
Artificial Intelligence in Service
Ming-Hui Huang,Roland T. Rust +1 more
TL;DR: An important implication from the theory is that analytical skills will become less important, as AI takes over more analytical tasks, giving the “softer” intuitive and empathetic skills even more importance for service employees.
Journal ArticleDOI
Service Research Priorities in a Rapidly Changing Context
TL;DR: In this article, the authors engaged in an international and interdisciplinary research effort to identify research priorities that have the potential to advance the service field and benefit customers, organizations, and society.
Journal ArticleDOI
Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences
Jenny van Doorn,Martin Mende,Stephanie M. Noble,John Hulland,Amy L. Ostrom,Dhruv Grewal,J. Andrew Petersen +6 more
TL;DR: In this paper, the authors predict that in the marketplace, technology is rapidly changing the nature of service, customers' service frontline experiences, and customers' relationships with service providers, based on the prediction that in 2019, the prediction will be confirmed.
Journal ArticleDOI
“Service Encounter 2.0”: an investigation into the roles of technology, employees and customers
Bart Larivière,David E. Bowen,Tor W. Andreassen,Werner H. Kunz,Nancy J. Sirianni,Christopher A. Voss,Nancy V. Wünderlich,Arne De Keyser +7 more
TL;DR: In this paper, a conceptual framework that captures the essence of the Service Encounter 2.0 and provides a synthesis of the changing interdependent roles of technology, employees, and customers is presented.
References
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Book
Discovery of Grounded Theory: Strategies for Qualitative Research
TL;DR: The Discovery of Grounded Theory as mentioned in this paper is a book about the discovery of grounded theories from data, both substantive and formal, which is a major task confronting sociologists and is understandable to both experts and laymen.
Journal ArticleDOI
The Discovery of Grounded Theory: Strategies for Qualitative Research.
Perceived Usefulness, Perceived Ease of Use, and User
TL;DR: Regression analyses suggest that perceived ease of use may actually be a causal antecdent to perceived usefulness, as opposed to a parallel, direct determinant of system usage.
Journal ArticleDOI
Perceived usefulness, perceived ease of use, and user acceptance of information technology
TL;DR: In this article, the authors developed and validated new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance.