Digital Technology In Service Encounters

Author : Pilar Garcés-Conejos Blitvich,Lucía Fernández-Amaya,María de la O Hernández-López
Publisher : John Benjamins Publishing Company
Page : 261 pages
File Size : 45,8 Mb
Release : 2019-01-10
Category : Language Arts & Disciplines
ISBN : 9789027262998

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Technology Mediated Service Encounters by Pilar Garcés-Conejos Blitvich,Lucía Fernández-Amaya,María de la O Hernández-López Pdf

The chapters in this collection, authored by renowned scholars, address a gap in the literature by focusing on the consequences that outsourcing, among other globalized economic practices, and remediation by new technologies have had on the service encounters genre (SE). From both a multilingual and a multidisciplinary perspective, this collection explores the development of technological applications and professional best practices as well as call centre interaction, e-commerce, and e-word of mouth. More specifically, the papers in this volume report on technology developed to support SEs and how this technology influences service providers and their allowable linguistic contributions. Further, this collection provides valuable insights on the language and strategic behaviour deployed in less researched kinds of SEs, gives special attention to how technology impacts the interface between the transactional and interactional goals of SEs, and thus has real world applications.

Author : Sonja Christ-Brendemühl
Publisher : Springer Nature
Page : 284 pages
File Size : 51,7 Mb
Release : 2022-06-27
Category : Business & Economics
ISBN : 9783658378851

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Digital Technology in Service Encounters by Sonja Christ-Brendemühl Pdf

Digital technology is disrupting the prerequisites for most firms in the service industry and frequently forces them to reassess the ratio of human interaction and technology use in service encounters. To retain competitiveness, it seems mandatory to increase service encounter efficiency by embedding digital technology into the existing processes. However, there is little empirical evidence on how such technological implementations affect the sentiments, attitudes, and behaviors of frontline employees. Likewise, research on interrelated customer responses is scarce. To address this matter, this book presents four distinct yet related studies to investigate the impact of digital technology on frontline employees, customers, and ultimately service firms. The results and implications provide meaningful insights for theory and practice.

Author : Sonja Christ-Brendemühl
Publisher : Unknown
Page : 0 pages
File Size : 46,9 Mb
Release : 2022
Category : Electronic
ISBN : 3658378867

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Digital Technology in Service Encounters by Sonja Christ-Brendemühl Pdf

Digital technology is disrupting the prerequisites for most firms in the service industry and frequently forces them to reassess the ratio of human interaction and technology use in service encounters. To retain competitiveness, it seems mandatory to increase service encounter efficiency by embedding digital technology into the existing processes. However, there is little empirical evidence on how such technological implementations affect the sentiments, attitudes, and behaviors of frontline employees. Likewise, research on interrelated customer responses is scarce. To address this matter, this book presents four distinct yet related studies to investigate the impact of digital technology on frontline employees, customers, and ultimately service firms. The results and implications provide meaningful insights for theory and practice. About the author Sonja Christ-Brendemühl studied business administration at the University of Mannheim with a specialization in organization, marketing and psychology. After her studies, she was responsible for corporate communications at an international HR service provider. Since 2018, she has been teaching and researching at the Institute of Management at the University of Koblenz-Landau, focusing on the question of how frontline employees and customers deal with the increasing technology infusion in service encounters.

Author : Jason L. Stienmetz,Berta Ferrer-Rosell,David Massimo
Publisher : Springer Nature
Page : 503 pages
File Size : 41,5 Mb
Release : 2022
Category : Electronic books
ISBN : 9783030947514

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Information and Communication Technologies in Tourism 2022 by Jason L. Stienmetz,Berta Ferrer-Rosell,David Massimo Pdf

This open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research.

Author : Wolfgang Wörndl,Chulmo Koo,Jason L. Stienmetz
Publisher : Springer Nature
Page : 587 pages
File Size : 52,8 Mb
Release : 2021-01-11
Category : Business & Economics
ISBN : 9783030657857

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Information and Communication Technologies in Tourism 2021 by Wolfgang Wörndl,Chulmo Koo,Jason L. Stienmetz Pdf

This open access book is the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 28th Annual International eTourism Conference, which assembles the latest research presented at the ENTER21@yourplace virtual conference January 19–22, 2021. This book advances the current knowledge base of information and communication technologies and tourism in the areas of social media and sharing economy, technology including AI-driven technologies, research related to destination management and innovations, COVID-19 repercussions, and others. Readers will find a wealth of state-of-the-art insights, ideas, and case studies on how information and communication technologies can be applied in travel and tourism as we encounter new opportunities and challenges in an unpredictable world.

Author : Jungwoo Lee,Spring H. Han
Publisher : Springer Nature
Page : 264 pages
File Size : 53,9 Mb
Release : 2021-02-10
Category : Business & Economics
ISBN : 9789813341340

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The Future of Service Post-COVID-19 Pandemic, Volume 2 by Jungwoo Lee,Spring H. Han Pdf

This book adds to the discussion from Volume 1 by providing insights and stimulating new thinking about the changing nature of services and marketing, service work and workers, and service experiences during and after the COVID-19 pandemic in 2020, particularly focusing on services marketing. This book serves as a useful resource for business practitioners and academics in the areas of service management and marketing responses during a pandemic. Each chapter deals with specific current issues within these industries due to COVID-19 and issues that will come up post-pandemic. As COVID-19 is expected to change the service practice and promote the utilization of novel methods, such as untact marketing, untact service, telecommuting, alternative work arrangements, job crafting, and new work skills, a range of examples and cases are provided to elaborate on applying these emerging new concepts within the service sector.

Author : John A. Czepiel,Michael R. Solomon,Carol F. Surprenant
Publisher : Free Press
Page : 360 pages
File Size : 45,8 Mb
Release : 1985
Category : Customer relations
ISBN : UCSC:32106006899048

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The Service Encounter by John A. Czepiel,Michael R. Solomon,Carol F. Surprenant Pdf

Author : Musso, Fabio,Druica, Elena
Publisher : IGI Global
Page : 571 pages
File Size : 47,5 Mb
Release : 2019-10-11
Category : Business & Economics
ISBN : 9781799814139

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Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences by Musso, Fabio,Druica, Elena Pdf

In the world of economics and business, engaging with loyal customers while also seeking out new, potential customers is a must. With the recent advancements of social media technology, these operations have increased the need for more developed methods to mesh consumer-business relationships and retention. The Handbook of Research on Retailing Techniques for Optimal Consumer Engagement and Experiences is a thought-provoking reference source that provides vital insight into the application of present-day customer relationship management within the retail industry. While highlighting topics such as digital communication, e-retailing, and social media marketing, this publication explores in-depth merchandiser knowledge as well as the methods behind positive retailer-consumer relationships. This book is ideally designed for managers, executives, CEOs, sales professionals, marketers, advertisers, brand managers, retail experts, academicians, researchers, and students.

Author : Maria Pomffyova
Publisher : BoD – Books on Demand
Page : 298 pages
File Size : 40,9 Mb
Release : 2018-10-24
Category : Computers
ISBN : 9781789841978

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Management of Information Systems by Maria Pomffyova Pdf

Management functions were developed first as a systematic step to carry out management activities, while implementation of the information components followed as part of management elements. The authors point out that the use of the possibilities and advantages of quantitatively supported managerial decisions gives managers the ability to quantify the impacts of both technical (hard) and subjective (soft) constraints and improve managerial decision-making processes that would otherwise be based mostly on personal intuition and experience. To achieve the goals and benefits of excellent performance, it is necessary to design and develop integrated models that would coordinate management functions and information system components as an integrated process. These facts are presented in various case studies.

Author : Stanislav Ivanov,Craig Webster
Publisher : Emerald Group Publishing
Page : 361 pages
File Size : 42,9 Mb
Release : 2019-10-14
Category : Business & Economics
ISBN : 9781787566897

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Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality by Stanislav Ivanov,Craig Webster Pdf

Using a combination of theoretical discussion and real-world case studies, this book focuses on current and future use of RAISA technologies in the tourism economy, including examples from the hotel, restaurant, travel agency, museum, and events industries.

Author : Marko Kohtamäki,Tim Baines,Rodrigo Rabetino,Ali Ziaee Bigdeli,Christian Kowalkowski,Rogelio Oliva,Vinit Parida
Publisher : Springer Nature
Page : 552 pages
File Size : 52,8 Mb
Release : 2021-07-26
Category : Business & Economics
ISBN : 9783030757717

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The Palgrave Handbook of Servitization by Marko Kohtamäki,Tim Baines,Rodrigo Rabetino,Ali Ziaee Bigdeli,Christian Kowalkowski,Rogelio Oliva,Vinit Parida Pdf

Manufacturers have shifted their focus from products to smart solutions in search of higher returns and additional growth opportunities. This shift, described as servitization, or lately as a digital servitization, is not a simple process. Academic study has revealed that its issues are complex, problematic, contingent, and even paradoxical, involving multiple organizational layers, such as operations, strategic, relational, and even ecosystemic layers. Recent literature studies have called for improved theories in servitization, and even alternative narratives. In this handbook, the chapters take different perspectives towards servitization, digital servitization or Product-Service-Software systems, presenting and debating over concepts such as organizational transformation, change management, strategic management, business models, innovation and product-service operations. The handbook provides an opportunity to develop improved theoretical grounds for servitization, and thus to elaborate and develop the field further. This volume will be of great interest for the servitization community, including scholars, Ph.D. and master students, but also company managers, developers and consultants facilitating company’s servitization efforts.

Author : Roland T. Rust,Richard L. Oliver
Publisher : SAGE
Page : 201 pages
File Size : 46,7 Mb
Release : 1994
Category : Business & Economics
ISBN : 9780803949201

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Service Quality by Roland T. Rust,Richard L. Oliver Pdf

The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

Author : J. César Félix-Brasdefer
Publisher : Cambridge University Press
Page : 295 pages
File Size : 51,9 Mb
Release : 2015-04-30
Category : Language Arts & Disciplines
ISBN : 9781107035829

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The Language of Service Encounters by J. César Félix-Brasdefer Pdf

A comprehensive account of face-to-face interactions in commercial and non-commercial service encounter settings.

Author : Khosrow-Pour, Mehdi
Publisher : IGI Global
Page : 366 pages
File Size : 48,6 Mb
Release : 2018-01-05
Category : Business & Economics
ISBN : 9781522550273

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Optimizing Current Practices in E-Services and Mobile Applications by Khosrow-Pour, Mehdi Pdf

In the modern world of mobile applications, the expansion of e-services, self-services, and mobile communication constantly allows for new multidisciplinary developments in academia and industry. Optimizing Current Practices in E-Services and Mobile Applications is a critical scholarly resource that examines issues in the production management, delivery, and consumption of e-services. Featuring coverage on a broad range of topics, such as marketing, management, social media, and entrepreneurship, this book is an ideal resource for professionals, researchers, academicians, and industry consultants with an interest in the emergence of e-services.

Author : Don Peppers,Martha Rogers
Publisher : Crown Business
Page : 433 pages
File Size : 52,5 Mb
Release : 2000-02-01
Category : Business & Economics
ISBN : 9780385500739

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Enterprise One to One by Don Peppers,Martha Rogers Pdf

Enterprise One to One has taken its place alongside Don Peppers and Martha Rogers's The One to One Future as a marketing classic on how to sell more products to fewer customers through one-to-one marketing. In this brave new world, where microchip technology is making it possible for businesses to know their customers better than ever before, there is incredible opportunity to build unbreakable customer relationships. Peppers and Rogers explain the strategies needed to achieve killer competitive advantages in customer loyalty and unit margin. Among the things Enterprise One to One teaches are how to improve customer retention, not just incrementally but dramatically; how to increase your share of each customer's business over time; how to protect and increase your unit margin; and how to make the transition to the Interactive Age with today's new technologies. Enterprise One to One is the bible for successful marketing in today's competitive, high-tech world. From the Trade Paperback edition.