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Published in:
2020 | OriginalPaper | Chapter
How Technology is changing Employees’ Roles in the Service Encounter – A Skill-based Analysis
Author : Eva-Helen Krehl
Published in: Automatisierung und Personalisierung von Dienstleistungen
Publisher: Springer Fachmedien Wiesbaden
The core purpose of this paper is to examine employee roles and skills in technology-based service encounters. First, it begins by classifying the different roles of technology in the service encounter based on the archetypes of Keyser et al. (2019). Second, it presents the transformed key roles of employees identified by Bowen (2016) and Larivière et al. (2017). Finally, this paper contributes by compiling a skill-based framework for service employees.