| Popis: |
Advances in ICT have changed, and continue to change, interactions between service providers and customers. Service industries like health care or consulting traditionally relied on interpersonal “high touch, low tech” (Bitner, Brown, and Meuter 2000: 138) exchanges. Today, however, service providers and customers increasingly interact through virtual, rather than physical interfaces (Breidbach, Kolb, and Srinivasan 2013a). But, service research to date has focused predominantly on face-to-face settings (e.g., Froehle and Roth 2004), while technology-enabled value co-creation processes remain largely unexplored and misunderstood (Breidbach and Maglio 2015). Consequently, the understanding of ICT-enabled service is incomplete, and exploring the broader role and implications of ICT in service represents a key research priority for service science (e.g., Srinivasan, Breidbach, and Kolb 2015) and IS scholars alike (Maglio and Breidbach 2014). |
