Please use this identifier to cite or link to this item:
http://hdl.handle.net/1942/23535
Title: | Going beyond the service exchange: Employees’ perceived value of an engagement platform. | Authors: | LEROI-WERELDS, Sara STREUKENS, Sandra |
Issue Date: | 2016 | Source: | Proceedings of the 2016 Frontiers in Service Conference | Abstract: | Contemporary value co-creation research suggests that firms have to shift their focus from existing interactions to newly build interaction platforms based on customer experiences. More specifically, firms should build so-called ‘engagement platforms’ that go beyond the traditional boundaries of the firm and expand customer relationships in order to create new sources of value for all parties involved. These engagement platforms fundamentally change the role of the frontline service employee (FSE). However, relatively little is known about whether and how these platforms create a valuable experience for FSEs. | Document URI: | http://hdl.handle.net/1942/23535 | Category: | C2 | Type: | Proceedings Paper |
Appears in Collections: | Research publications |
Files in This Item:
File | Description | Size | Format | |
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Frontiers 2016 employee value final.pdf | Peer-reviewed author version | 198.72 kB | Adobe PDF | View/Open |
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