Digital Technology In Service Encounters

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Digital Technology In Service Encounters

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Author : Sonja Christ-Brendemühl
language : en
Publisher: Springer Nature
Release Date : 2022-06-27

Digital Technology In Service Encounters written by Sonja Christ-Brendemühl and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-06-27 with Business & Economics categories.

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.

Technology Mediated Service Encounters

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Author : Pilar Garcés-Conejos Blitvich
language : en
Publisher: John Benjamins Publishing Company
Release Date : 2019-01-10

Technology Mediated Service Encounters written by Pilar Garcés-Conejos Blitvich and has been published by John Benjamins Publishing Company this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-10 with Language Arts & Disciplines categories.

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.

Handbook Of Services And Artificial Intelligence

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Author : Ada Scupola
language : en
Publisher: Edward Elgar Publishing
Release Date : 2024-08-06

Handbook Of Services And Artificial Intelligence written by Ada Scupola and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-08-06 with Business & Economics categories.

This Handbook examines the impacts of AI on the innovation of services, service processes and business models. It presents state-of-the-art conceptual and empirical evidence concerning uses and applications of AI in different service sectors and from varying perspectives.

The Palgrave Handbook Of Servitization

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Author : Marko Kohtamäki
language : en
Publisher: Springer Nature
Release Date : 2021-07-26

The Palgrave Handbook Of Servitization written by Marko Kohtamäki and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-07-26 with Business & Economics categories.

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.

Information And Communication Technologies In Tourism 2021

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Author : Wolfgang Wörndl
language : en
Publisher: Springer Nature
Release Date : 2021-01-11

Information And Communication Technologies In Tourism 2021 written by Wolfgang Wörndl and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-01-11 with Business & Economics categories.

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.

A Multidisciplinary Approach To Service Encounters

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Author : María de la O Hernández-López
language : en
Publisher: BRILL
Release Date : 2015-05-19

A Multidisciplinary Approach To Service Encounters written by María de la O Hernández-López and has been published by BRILL this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-19 with Language Arts & Disciplines categories.

In A Multidisciplinary Approach to Service Encounters, María de la O Hernández-López and Lucía Fernández-Amaya have joined marketing researchers and linguists to provide the tools to understand consumers’ communication in different professional settings. Service encounters have been widely studied due to the fact that the communicative exchange between the customer and the server is essential for the success of the service encounter itself. In this volume, the role of language, linguistics and communication is examined in an area of research that has traditionally been related to business and marketing. This is achieved through the presentation of works from a variety of perspectives that may help to advance in this particular context and also contribute to improving communication in service encounters.

Optimizing Current Practices In E Services And Mobile Applications

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Author : Khosrow-Pour, Mehdi
language : en
Publisher: IGI Global
Release Date : 2018-01-05

Optimizing Current Practices In E Services And Mobile Applications written by Khosrow-Pour, Mehdi and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-01-05 with Business & Economics categories.

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.

Transfer Diffusion And Adoption Of Next Generation Digital Technologies

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Author : Sujeet K. Sharma
language : en
Publisher: Springer Nature
Release Date : 2023-12-12

Transfer Diffusion And Adoption Of Next Generation Digital Technologies written by Sujeet K. Sharma and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-12-12 with Computers categories.

This book constitutes the refereed proceedings of the IFIP WG 8.6 International Working Conference on Transfer and Diffusion of IT, TDIT 2023, which took place in Nagpur, India, in December 2023. The 87 full papers and 23 short papers presented in these proceedings were carefully reviewed and selected from 209 submissions. The papers are organized in the following topical sections: Volume I: Digital technologies (artificial intelligence) adoption; digital platforms and applications; digital technologies in e-governance; metaverse and marketing. Volume II: Emerging technologies adoption; general IT adoption; healthcare IT adoption. Volume III: Industry 4.0; transfer, diffusion and adoption of next-generation digital technologies; diffusion and adoption of information technology.

The Palgrave Handbook Of Service Management

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Author : Bo Edvardsson
language : en
Publisher: Springer Nature
Release Date : 2022-05-24

The Palgrave Handbook Of Service Management written by Bo Edvardsson and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-05-24 with Business & Economics categories.

This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.

Tourism And Hospitality In Asia Crisis Resilience And Recovery

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Author : Azizul Hassan
language : en
Publisher: Springer Nature
Release Date : 2023-01-01

Tourism And Hospitality In Asia Crisis Resilience And Recovery written by Azizul Hassan and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-01-01 with Business & Economics categories.

This book analyses the ways in which crises, including COVID-19, can be managed within the tourism and hospitality industries in Asia, in ways that support the future of these industries and help to make them more resilient. This book supports efforts to develop a new direction for the tourism and hospitality industry by considering their development holistically in the context of sustainable development. Going further, this book highlights actions to make the tourism system more resilient to external shocks and crises. Readers of this book will get insights into the economic, social, technological, and environmental implications of crises on the tourism and hospitality industry in Asia, including issues within the food and beverage industry in the Asian post-COVID-19 period. This book has three major objectives: to explore the crisis context of Asian tourism and hospitality, to present multiple cases from countries in Asia, and finally to envisage the paths to make the Asian tourism system more resilient, through the discussion of new trends and issues emerging following the pandemic. This book examines the economic, social, environmental, and technological implications of crises on the Asian tourism and hospitality industry and discusses the various ways of managing these crises more efficiently, contributing new knowledge to the industry. In its wider context, this book covers tourism management, crisis management, and destination management. At the more micro level, themes explored include tourism economics, marketing management, hospitality management, food and beverage management and tourism technology.