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Frontline employees automated social presence (ASP) cocreation orientation
conference contribution
posted on 2023-05-23, 14:17 authored by Gaurangi LaudGaurangi Laud, Ranaweera, C, Leo, C, Sedighadeli, S, Roy, SNew technologies are transforming the nature of service experiences and relational dynamics between service providers, frontline employees (FLEs) and customers. Such technologies are both pervasive and invasive and create opportunities and challenges for users and beneficiaries. The perception of some technologies such as robots, as having an automated social presence (ASP), is likely to have a significant impact on service experiences.
History
Publication title
Proceedings of the 16th International Research Symposium on Advancing Service Research and PracticeEditors
B Edvardsson, A Gustafsson, M J Bitner, R VermaPagination
247-250Department/School
TSBEPublisher
CTF, Service Research Center, Karlstad UniversityPlace of publication
SwedenEvent title
The 16th International Research Symposium on Advancing Service Research and PracticeEvent Venue
Karlstad, SwedenDate of Event (Start Date)
2019-06-10Date of Event (End Date)
2019-06-13Rights statement
Copyright unknownRepository Status
- Restricted