LIBROS DEL AUTOR: sonja christ brendemuhl

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  • Digital Technology in Service Encounters
    Sonja Christ-Brendemühl
    Digital technology is disrupting the prerequisites for most firms in the service industry and frequently forces them to reassess the ratio of human interaction and technology use in service encounters. To retain competitiveness, it seems mandatory to increase service encounter efficiency by embedding digital technology into the existing processes. However, there is little empir...
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