Touch Versus Tech: When technology functions as a barrier or a benefit to service encounters

Journal of Marketing

Volumn 78, Issue 4, 2014, Pages 113-124

  Giebelhausen, Michael ^a   Robinson, Stacey G ^b   Sirianni, Nancy J ^c   Brady, Michael K ^d  

^a 335 Statler Hall   (United States)

^b EAST CAROLINA UNIVERSITY   (United States)

^c NORTHEASTERN UNIVERSITY   (United States)

^d FLORIDA STATE UNIVERSITY   (United States)

Author keywords

Frontline employees; Rapport; Self service technology; Service encounters; Technology infusion

Indexed keywords

EID: 84921385545     PISSN: 00222429     EISSN: 15477185     Source Type: Journal    
DOI: 10.1509/jm.13.0056     Document Type: Article

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