The increasing implementation of technologies in different service contexts is changing the interaction between service providers and consumers. While customer encounters have traditionally been based on personal contact between consumers and vendors, today contact is often substituted by customer interaction with a technology, such as chatbots. The technology takes over tasks traditionally performed by employees, e.g. with the aim of accelerating and simplifying service processes for consumers and service providers. In addition, some companies try to convey feelings and emotions traditionally communicated by employees in interaction through technology.
Examples of research topics for theses in this context include:
- Effect of chatbots in the service context
- Support of sales activities through technologies
- Customer experience when using chatbots
The topics will be addressed using qualitative and/or quantitative methods.
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