---
res:
  bibo_abstract:
  - 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.@eng
  bibo_authorlist:
  - foaf_Person:
      foaf_givenName: Bart
      foaf_name: Larivière, Bart
      foaf_surname: Larivière
  - foaf_Person:
      foaf_givenName: David
      foaf_name: Bowen, David
      foaf_surname: Bowen
  - foaf_Person:
      foaf_givenName: Tor W
      foaf_name: Andreassen, Tor W
      foaf_surname: Andreassen
  - foaf_Person:
      foaf_givenName: Werner
      foaf_name: Kunz, Werner
      foaf_surname: Kunz
  - foaf_Person:
      foaf_givenName: Nancy J
      foaf_name: Sirianni, Nancy J
      foaf_surname: Sirianni
  - foaf_Person:
      foaf_givenName: Chris
      foaf_name: Voss, Chris
      foaf_surname: Voss
  - foaf_Person:
      foaf_givenName: Nancy
      foaf_name: Wünderlich, Nancy
      foaf_surname: Wünderlich
      foaf_workInfoHomepage: http://www.librecat.org/personId=36392
  - foaf_Person:
      foaf_givenName: Arne
      foaf_name: De Keyser, Arne
      foaf_surname: De Keyser
  bibo_issue: '79'
  dct_date: 2017^xs_gYear
  dct_language: eng
  dct_publisher: Elsevier@
  dct_subject:
  - Service encounter
  - Technology roles
  - Employee roles
  - Customer roles
  - Employee experience
  - Customer experience
  dct_title: '“Service Encounter 2.0”: An investigation into the roles of technology,
    employees and customers@'
...