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Annotated Bibliography Week 1
Advanced Business Research Methods (Liberty
University)
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Annotated Bibliography
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N.
V., & De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the roles of
technology, employees, and customers. Journal of Business Research, 79, 238–246.
The authors discuss how the development of recent technologies is transforming the
relationship between customers and organizations. Establishing an evolved view of the service
encounter, which they label Service Encounter 2.0, synthesizing the changing roles of
technology, employees, and customers, and presenting a framework that discusses the various
components and linkages are the three goals. To conclude, companies and managers will need to
manage and mix all parties involved effectively.
Compared to other sources, this article is relevant to the discussion because it correctly
defines important terms while presenting the study's underlying framework to propose further
research avenues. Besides, figures and tables are used to explain business models and technology
roles.
The journal article is crucial to justify the claim of continuously evaluating the current
business model to make better decisions and customer value increases.
Majra, H., Saxena, R., Jha, S., & Jagannathan, S. (2016). Structuring Technology
Applications for Enhanced Customer Experience: Evidence from Indian Air
Travellers. Global Business Review, 17(2), 351–374.
The authors conducted a broad examination of self-service technology on
customer experience in the airline industry. The survey was conducted among airline
travelers to
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understand the relationship between self-service technology and customer services. The results
show that there is a significant positive relationship between these two components.
Compared to the other articles, this focuses on the airline industry, making it more
specific and easier to understand. It includes literature reviews about customer experience, a
table with different customer experience dimensions, research design, statistics, demographic
characteristics, and measures. It can be said that it is more extensive than the other articles, but
at the same time, it is complete.
This article plays a crucial as it provides a specific study of self-service technology's
influence on customer service experience in the airline industry. It allows the audience to see
particular components by integrating virtual communities' perspectives.
Nijssen, E. J., Schepers, J. J. L., & Belanche, D. (2016). Why did they do it? How
customers’ self-service technology introduction attributions affect the customer-
provider relationship. Journal of Service Management, 27(3), 276–298.
Service innovation, technology, relationship marketing, and self-service are the main
keywords of this article. The authors start with the desire to investigate how customers adjust
their perceptions of relational value based on technology attributions. This study also uses survey
data from customers to propose a conceptual model. Finally, this research found that business
value is highest for customers with high-benefit and low-cost attributions.
Its originality and value characterize this article. It focuses on responses from customers
facing modern technologies and the consequences of the customer-provider exchange
relationship. The analytical procedure makes this article unique as it starts examining the
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descriptive statistics and then moves to test the structural model. No figures or graphics were
used, which makes it a little harder to understand.
This article serves as a reference because it clearly defines and understands how SST
offers companies the opportunity to create better relationships with customers while increasing
efficiency.
Ochocka, J. (2019). Mobile technologies in logistic customer service as a tool for winning
customers’ satisfaction. Logforum, 15(3), 1–9.
Jagoda Ochocka starts recognizing how the dynamic situation of the 21st-century market
makes it harder for businesses to compete and lead to more significant deployment of
technologies. To acquire a dual perspective, the authors used interviews and surveys as research
tools to make results realistic. The study confirms that mobile technologies can be the key to
gaining and keeping customers in the marketplace.
The article is easy to understand as it includes an introduction, definitions, research
methodology explanation, results of the interviews, results of the surveys, and conclusions, all in
an organized manner. Both quantitative and qualitative methods provide a clear picture of mobile
technologies' contribution to improving logistics customer service.
The article is relevant to my discussion as it demonstrates with interviews and surveys
how companies must make tremendous efforts to fulfill clients' expectations. At the same time, it
provides insights into value and branding.
Singh, J., Brady, M., Arnold, T., & Brown, T. (2016). The Emergent Field of Organizational
Frontlines. Journal of Service Research, 20(1), 3–11.
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Frontlines are evolving as sites of vibrant innovations and interventions that engage
customers and motivate value creation. The authors define organizational frontlines at the
intersection of interfaces that connect organizations and their customers. They illustrate this
definition to highlight research opportunities. In the end, they provide a discussion of issues,
articles, and an agenda.
This article provides figures that allow the audience to have a clear picture of the several
features that may be useful to characterize interactions and interfaces. They also explain the
phenomenon when problem-solving is complex and requires frontline knowledge work.
Although the article contains valuable information, it is not oriented towards explaining a
specific industry.
Organizational frontlines need to be discussed to justify technology's impact in creating
strategies to connect organizations and customers.
