Research-in-progress concerned with an investigation of the impact of service technologies on boundary-spanning personnel (BSP) and the implications for the interaction with the end customer is presented in this paper, with specific attention given to the development of the data collection protocol. The associated research project seeks to investigate the interplay between technology use, emotional expression and service quality perceptions in the context of a technology-mediated relationship. Specifically, the research investigates this linkage within a business to consumer (B2C) context where employees are using customer relationship management (CRM) technologies at the point of interaction with the customer in a voice-to-voice situation. The resulting data collection builds on previous studies with adaptations enabling a close investigation of the social forces at play in dyadic interactions centered on voice-to-voice interactions.
McCalla, Rachel and Ezingeard, Jean-Noel, "Examining the Linkage Between Technology Use, Emotional Expression and Service Quality Perceptions: The Data Collection Pool" (2005). ECIS 2005 Proceedings. 118.