知识管理
业务
背景(考古学)
供应链
服务(商务)
营销
利润(经济学)
服务交付框架
设计科学研究
过程管理
计算机科学
信息系统
工程类
经济
古生物学
电气工程
生物
微观经济学
作者
Liwei Chen,J. J. Po-An Hsieh,Kimmy Wa Chan
标识
DOI:10.25300/misq/2023/16664
摘要
The infusion of emerging technologies (e.g., IoT-enabled algorithmic customer service systems [IACSs]) often brings disruptive changes to customer service. In particular, the agentic nature of these technologies challenges prominent service theories. Among these challenges, recent scholarly calls have pushed for more research on the infusion of emerging technologies into the service-profit chain (SPC) framework, advocating for the importance of extended knowledge to develop a techno-infused version of the SPC. Thus, from an interdisciplinary perspective, we draw upon role theory and propose a technoservice-profit chain (TSPC). Specifically, we contextualize the SPC in the technoservice context with different approaches, including decomposing context-specific constructs and theorizing IACS implementation as a contextual factor that moderates TSPC relationships. Using a sequential mixed methods design combining quantitative and qualitative approaches, we tested our research model by conducting multiwave surveys and follow-up interviews in a large business-to-business service firm with data from employees, supervisors, and customers before and after IACS implementation. This interdisciplinary study contributes to the information systems, service marketing, and management literatures by enriching the compositions of core SPC constructs, theorizing interactions between human agents and technology agents, and scrutinizing the impacts of technology agents on the linkages between internal employee management and external customer service. Our results further reveal the emerging issues of competing bosses (i.e., supervisors and IACSs), competing employees (i.e., employees and IACSs), and the unintended dehumanization effects of IACSs on supervisors and employees.
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