Are you being served ? : exploring the role of customers as employees in the digital world
conference contributionposted on 06.12.2017, 00:00 by David Oliver, N Farag, C Romm Livermore
This paper describes research in progress to identify and classify the dimensions of self-service activity enabled through the Internet. It pursues the notion that this process involves turning customers into employees of the organizations from which the service is being obtained.