---
_id: '4949'
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.
article_type: original
author:
- first_name: Bart
full_name: Larivière, Bart
last_name: Larivière
- first_name: David
full_name: Bowen, David
last_name: Bowen
- first_name: Tor W
full_name: Andreassen, Tor W
last_name: Andreassen
- first_name: Werner
full_name: Kunz, Werner
last_name: Kunz
- first_name: Nancy J
full_name: Sirianni, Nancy J
last_name: Sirianni
- first_name: Chris
full_name: Voss, Chris
last_name: Voss
- first_name: Nancy
full_name: Wünderlich, Nancy
id: '36392'
last_name: Wünderlich
- first_name: Arne
full_name: De Keyser, Arne
last_name: De Keyser
citation:
ama: 'Larivière B, Bowen D, Andreassen TW, et al. “Service Encounter 2.0”: An investigation
into the roles of technology, employees and customers. Journal of Business
Research. 2017;(79):238--246.'
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. Journal of Business Research,
(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} }'
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.” Journal
of Business Research, no. 79 (2017): 238--246.'
ieee: 'B. Larivière et al., “‘Service Encounter 2.0’: An investigation into
the roles of technology, employees and customers,” Journal of Business Research,
no. 79, pp. 238--246, 2017.'
mla: 'Larivière, Bart, et al. “‘Service Encounter 2.0’: An Investigation into the
Roles of Technology, Employees and Customers.” Journal of Business Research,
no. 79, Elsevier, 2017, pp. 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.
date_created: 2018-10-26T10:15:22Z
date_updated: 2022-01-06T07:01:30Z
department:
- _id: '178'
- _id: '181'
issue: '79'
keyword:
- Service encounter
- Technology roles
- Employee roles
- Customer roles
- Employee experience
- Customer experience
language:
- iso: eng
page: 238--246
publication: Journal of Business Research
publication_status: published
publisher: Elsevier
status: public
title: '“Service Encounter 2.0”: An investigation into the roles of technology, employees
and customers'
type: journal_article
user_id: '37741'
year: '2017'
...
---
_id: '5703'
abstract:
- lang: eng
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."
article_type: original
author:
- first_name: Anders
full_name: Gustafsson, Anders
last_name: Gustafsson
- first_name: Lerzan
full_name: Aksoy, Lerzan
last_name: Aksoy
- first_name: Michael K
full_name: Brady, Michael K
last_name: Brady
- first_name: Janet R
full_name: McColl-Kennedy, Janet R
last_name: McColl-Kennedy
- first_name: Nancy J
full_name: Sirianni, Nancy J
last_name: Sirianni
- first_name: Lars
full_name: Witell, Lars
last_name: Witell
- first_name: Nancy
full_name: Wünderlich, Nancy
id: '36392'
last_name: Wünderlich
citation:
ama: Gustafsson A, Aksoy L, Brady MK, et al. Conducting Service Research that Matters.
Journal of Services Marketing. 2015;29(6/7):425-429.
apa: Gustafsson, A., Aksoy, L., Brady, M. K., McColl-Kennedy, J. R., Sirianni, N.
J., Witell, L., & Wünderlich, N. (2015). Conducting Service Research that
Matters. Journal of Services Marketing, 29(6/7), 425–429.
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} }'
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.” Journal of Services Marketing 29, no. 6/7 (2015): 425–29.'
ieee: A. Gustafsson et al., “Conducting Service Research that Matters.,”
Journal of Services Marketing, vol. 29, no. 6/7, pp. 425–429, 2015.
mla: Gustafsson, Anders, et al. “Conducting Service Research That Matters.” Journal
of Services Marketing, 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.
date_created: 2018-11-15T11:32:07Z
date_updated: 2022-01-06T07:02:36Z
department:
- _id: '181'
intvolume: ' 29'
issue: 6/7
keyword:
- Relevance
- Service technology
- Service innovation
- Customer experience
- Rigor
- Service outcomes
language:
- iso: eng
page: 425-429
publication: Journal of Services Marketing
publication_status: published
publisher: Emerald Group Publishing Limited
status: public
title: Conducting Service Research that Matters.
type: journal_article
user_id: '37741'
volume: 29
year: '2015'
...