Participate in a Study on Service Digitalization and its Impact on Staff and Customers
The detrimental impact of service digitization on frontline staff’s productivity, well-being, and customer experience
Project Description
While numerous studies have emphasized the benefits of service digitization, frontline staff frequently encounter technology-related service disruptions during customer interactions. This study aims to explore the negative impact of these incidents on staff's customer-oriented behavior and their ability to deliver high-quality customer experiences. Additionally, our research delves into the examination of negative emotions, including stress, frustration, anger, and guilt, experienced by frontline staff, which can result in reduced well-being and a diminished sense of autonomy and competence. Finally, practical solutions will be investigated in this research to address these challenges.
