Abstract
Previous research suggests that technology infused service encounters have the potential to delight, satisfy, irritate or enrage customers. But what if the technology encounter is secondary to a primary service encounter (e.g. tracking a pizza delivery online)? To address this gap in the literature, an empirical experiment is proposed.
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© 2015 Academy of Marketing Science
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Taylor, D.G. (2015). Real-Time Service Encounters and Customer Satisfaction: Online Monitoring of Core Service Delivery. In: Robinson, Jr., L. (eds) Proceedings of the 2009 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-10864-3_32
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DOI: https://doi.org/10.1007/978-3-319-10864-3_32
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Publisher Name: Springer, Cham
Print ISBN: 978-3-319-10863-6
Online ISBN: 978-3-319-10864-3
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