[{"date_updated":"2022-01-06T07:01:30Z","publication_status":"published","article_type":"original","year":"2017","title":"“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers","status":"public","author":[{"first_name":"Bart","last_name":"Larivière","full_name":"Larivière, Bart"},{"full_name":"Bowen, David","first_name":"David","last_name":"Bowen"},{"last_name":"Andreassen","first_name":"Tor W","full_name":"Andreassen, Tor W"},{"first_name":"Werner","last_name":"Kunz","full_name":"Kunz, Werner"},{"full_name":"Sirianni, Nancy J","first_name":"Nancy J","last_name":"Sirianni"},{"full_name":"Voss, Chris","first_name":"Chris","last_name":"Voss"},{"first_name":"Nancy","last_name":"Wünderlich","full_name":"Wünderlich, Nancy","id":"36392"},{"full_name":"De Keyser, Arne","first_name":"Arne","last_name":"De Keyser"}],"user_id":"37741","page":"238--246","language":[{"iso":"eng"}],"_id":"4949","publisher":"Elsevier","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.","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} }","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.","ieee":"B. Larivière <i>et al.</i>, “‘Service Encounter 2.0’: An investigation into the roles of technology, employees and customers,” <i>Journal of Business Research</i>, no. 79, pp. 238--246, 2017.","apa":"Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., … De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. <i>Journal of Business Research</i>, (79), 238--246.","chicago":"Larivière, Bart, David Bowen, Tor W Andreassen, Werner Kunz, Nancy J Sirianni, Chris Voss, Nancy Wünderlich, and Arne De Keyser. “‘Service Encounter 2.0’: An Investigation into the Roles of Technology, Employees and Customers.” <i>Journal of Business Research</i>, no. 79 (2017): 238--246.","short":"B. Larivière, D. Bowen, T.W. Andreassen, W. Kunz, N.J. Sirianni, C. Voss, N. Wünderlich, A. De Keyser, Journal of Business Research (2017) 238--246."},"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"},{"date_created":"2018-11-15T11:32:07Z","department":[{"_id":"181"}],"keyword":["Relevance","Service technology","Service innovation","Customer experience","Rigor","Service outcomes"],"type":"journal_article","publication":"Journal of Services Marketing","issue":"6/7","abstract":[{"text":"Purpose\r\n– The purpose of this paper is to encourage the reader to think differently about service-related issues and to strive to conduct service research that makes a transformational impact on individuals, organizations and society. The authors suggest that service researchers are in an excellent position to develop research that matters by making stronger connections with theory and elevating purely applied research to research that is higher in both practical relevance and methodological rigor. \r\n\r\nDesign/methodology/approach\r\n– This paper takes a conceptual approach, connecting pertinent literature with new ideas highlighted in this special issue. \r\n\r\nFindings\r\n– This paper proposes that service researchers look beyond traditional service applications, take a multi-disciplinary approach to problem-solving and make greater strides towards connecting theory and practice. The authors propose a Model of Rigorous and Relevant Research, and call for fresh thinking across a wide range of research areas, including enhancing the customer experience, crafting innovation, integrating technology and measuring service outcomes. \r\n\r\nOriginality/value\r\n– The originality of this essay lies in its focus on revitalizing the discussion on relevance and rigor as a path forward for service research. Additionally, this paper offers new insights on core management aspects of service provision that provide a solid platform for future work in service research.","lang":"eng"}],"language":[{"iso":"eng"}],"author":[{"first_name":"Anders","last_name":"Gustafsson","full_name":"Gustafsson, Anders"},{"full_name":"Aksoy, Lerzan","last_name":"Aksoy","first_name":"Lerzan"},{"full_name":"Brady, Michael K","first_name":"Michael K","last_name":"Brady"},{"full_name":"McColl-Kennedy, Janet R","last_name":"McColl-Kennedy","first_name":"Janet R"},{"full_name":"Sirianni, Nancy J","last_name":"Sirianni","first_name":"Nancy J"},{"full_name":"Witell, Lars","first_name":"Lars","last_name":"Witell"},{"full_name":"Wünderlich, Nancy","last_name":"Wünderlich","first_name":"Nancy","id":"36392"}],"title":"Conducting Service Research that Matters.","year":"2015","intvolume":"        29","article_type":"original","date_updated":"2022-01-06T07:02:36Z","publication_status":"published","citation":{"bibtex":"@article{Gustafsson_Aksoy_Brady_McColl-Kennedy_Sirianni_Witell_Wünderlich_2015, title={Conducting Service Research that Matters.}, volume={29}, number={6/7}, journal={Journal of Services Marketing}, publisher={Emerald Group Publishing Limited}, author={Gustafsson, Anders and Aksoy, Lerzan and Brady, Michael K and McColl-Kennedy, Janet R and Sirianni, Nancy J and Witell, Lars and Wünderlich, Nancy}, year={2015}, pages={425–429} }","ama":"Gustafsson A, Aksoy L, Brady MK, et al. Conducting Service Research that Matters. <i>Journal of Services Marketing</i>. 2015;29(6/7):425-429.","mla":"Gustafsson, Anders, et al. “Conducting Service Research That Matters.” <i>Journal of Services Marketing</i>, vol. 29, no. 6/7, Emerald Group Publishing Limited, 2015, pp. 425–29.","short":"A. Gustafsson, L. Aksoy, M.K. Brady, J.R. McColl-Kennedy, N.J. Sirianni, L. Witell, N. Wünderlich, Journal of Services Marketing 29 (2015) 425–429.","chicago":"Gustafsson, Anders, Lerzan Aksoy, Michael K Brady, Janet R McColl-Kennedy, Nancy J Sirianni, Lars Witell, and Nancy Wünderlich. “Conducting Service Research That Matters.” <i>Journal of Services Marketing</i> 29, no. 6/7 (2015): 425–29.","ieee":"A. Gustafsson <i>et al.</i>, “Conducting Service Research that Matters.,” <i>Journal of Services Marketing</i>, vol. 29, no. 6/7, pp. 425–429, 2015.","apa":"Gustafsson, A., Aksoy, L., Brady, M. K., McColl-Kennedy, J. R., Sirianni, N. J., Witell, L., &#38; Wünderlich, N. (2015). Conducting Service Research that Matters. <i>Journal of Services Marketing</i>, <i>29</i>(6/7), 425–429."},"_id":"5703","publisher":"Emerald Group Publishing Limited","page":"425-429","volume":29,"user_id":"37741","status":"public"}]