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These languages are claimed to facilitate tasks such as understanding, communicating, and innovating a business model; and have been developed rather independently by scholars from accounting, computer science, information systems, and strategy. Consequently, the existing approaches greatly differ and to some extent contradict each other, for example, regarding their understanding of the business model concept, their terminology, and their visual notations – which means there is little common ground for developing a cumulative stream of research. Therefore, we provide a systematic, cross-disciplinary review of this emerging field and synthesize the pragmatic, semantic, and syntactic foundations of the proposed approaches. 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Drivers of customer renewal decisions for IT-based service contracts","author":[{"first_name":"Florian v","last_name":"Wangenheim","full_name":"Wangenheim, Florian v"},{"first_name":"Nancy","last_name":"Wünderlich","full_name":"Wünderlich, Nancy","id":"36392"},{"full_name":"Schumann, Jan H","first_name":"Jan H","last_name":"Schumann"}]},{"keyword":["Service encounter","Technology roles","Employee roles","Customer roles","Employee experience","Customer experience"],"type":"journal_article","department":[{"_id":"178"},{"_id":"181"}],"date_created":"2018-10-26T10:15:22Z","abstract":[{"lang":"eng","text":"The service encounter – one of the foundational concepts in service research – is fundamentally changing due to rapid evolutions in technology. In this paper, we offer an updated perspective on what we label the “Service Encounter 2.0”. To this end, we develop 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. We find that technology either augments or substitutes service employees, and can foster network connections. In turn, employees and customers are taking on the role of enabler, innovator, coordinator and differentiator. In addition, we identify critical areas for future research on this important topic."}],"publication":"Journal of Business Research","issue":"79","citation":{"mla":"Larivière, Bart, et al. “‘Service Encounter 2.0’: An Investigation into the Roles of Technology, Employees and Customers.” <i>Journal of Business Research</i>, no. 79, Elsevier, 2017, pp. 238--246.","ama":"Larivière B, Bowen D, Andreassen TW, et al. “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. <i>Journal of Business Research</i>. 2017;(79):238--246.","bibtex":"@article{Larivière_Bowen_Andreassen_Kunz_Sirianni_Voss_Wünderlich_De Keyser_2017, title={“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers}, number={79}, journal={Journal of Business Research}, publisher={Elsevier}, author={Larivière, Bart and Bowen, David and Andreassen, Tor W and Kunz, Werner and Sirianni, Nancy J and Voss, Chris and Wünderlich, Nancy and De Keyser, Arne}, year={2017}, pages={238--246} }","apa":"Larivière, B., Bowen, D., Andreassen, T. 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