The Diverging Effect of Digitalization on Perceived Relational Conflict during Service Provisions “ An Empirical Comparison of Suppliers and Customers in the B2B Context

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Stoffer, Torben; Widjaja, Thomas; Zacharias, Nicolas
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Digital service provision fundamentally changes the way how service suppliers and customers interact with each other. Therefore, service digitalization has numerous implications for the supplier-customer relationship, which are especially relevant in comp