Getting Smart: Learning From Technology-Empowered Frontline Interactions
Abstract
Smart technologies are rapidly transforming frontline employee-customer interactions. However, little academic research has tackled urgent, relevant questions regarding such technology-empowered frontline interactions. The current study conceptualizes (1) smart technology use in frontline employee-customer interactions, (2) smart technology–mediated learning mechanisms that elevate service effectiveness and efficiency performance to empower...
Paper Details
Title
Getting Smart: Learning From Technology-Empowered Frontline Interactions
Published Date
Feb 1, 2017
Journal
Volume
20
Issue
1
Pages
1094670516679273
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