The Role of the Smartphone in the Current Service Interaction - An Explorative Study of the Perceptions of Sales Personnel in Retail Stores
Given the recent predominant role of technology and the extensive use of smartphones in today’s society, the mobile device has become a major part of consumers’ daily lives. As a result, the lines between humans and technology have become blurred, where the effectiveness of interpersonal interactions at the service encounter in retail stores has been questioned. The researchers thus identified a k
