@article{ed4cfc1803c840edb00147d0d12b9ed5,
title = "“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers",
keywords = "Customer experience, Customer roles, Employee experience, Employee roles, Service encounter, Technology roles",
author = "Bart Larivi{\`e}re and David Bowen and Andreassen, \{Tor W.\} and Werner Kunz and Sirianni, \{Nancy J.\} and Chris Voss and W{\"u}nderlich, \{Nancy V.\} and \{De Keyser\}, Arne",
note = "Publisher Copyright: {\textcopyright} 2017 Elsevier Inc.",
year = "2017",
month = oct,
doi = "10.1016/j.jbusres.2017.03.008",
language = "English",
volume = "79",
pages = "238--246",
journal = "Journal of Business Research",
issn = "0148-2963",
publisher = "Elsevier Inc.",
}