--- _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' ...