Department of Management

Sascha Steinmann

Potentials and boundaries in frontline service encounters through the infusion of technology

Research output: Contribution to book/anthology/report/proceedingBook chapterResearchpeer-review

  • Tobias Röding, University of Siegen, Germany
  • Sascha Steinmann
  • Gerhard Wagner, University of Siegen, Germany
  • Hanna Schramm-Klein, University of Siegen, Germany
Recent literature discusses the increasing relevance of technology-infusion in service encounters, but only a few studies empirically investigate the impact of technology-infusion within the interaction of the frontline employee service (FES) and the customer. Based on the assumptions and implications of Social Interaction Theory (SI), the findings of a quasi-experiment online study (N = 944) indicate a strong negative influence of the level of perceived barrier due to technology-infusion on the evaluation of the competence of the FES. Moreover, we adapt and extent SI theory towards the context of a technology-infused service encounter in order to emphasize the relevance of the customer’s evaluation of FES competence and its impact on customer satisfaction with the FES. Besides, we show that non-technology-infused service encounters will create the lowest barrier from customer perspective. However, interestingly, our results imply that customers value technology-infusion in service encounters, which is reflected in a higher willingness to pay.
Original languageEnglish
Title of host publicationAdvances in national brand and private label marketing : seventh international conference, 2020
EditorsFrancisco J. Martinez-Lopez, Juan Carlos Gázquez-Abad, Els Breugelmans
Number of pages8
Place of publicationCham
PublisherSpringer
Publication year2020
Pages82-89
ISBN (print)978-3-030-47763-9
ISBN (Electronic)978-3-030-47764-6
Publication statusPublished - 2020
SeriesSpringer Proceedings in Business and Economics
ISSN2198-7246

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