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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APA
Taylor, D. G. (2015). Real-Time Service Encounters and Customer Satisfaction: Online Monitoring of Core Service Delivery. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 44–48). Springer Nature. https://doi.org/10.1007/978-3-319-10864-3_32
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