Laurentino, Renato
(Universidade do Vale do Rio dos SinosUnisinosBrasilEscola de Gestão e NegóciosPrograma de Pós-Graduação em Administração, 2018-08-29)
Technological evolution, the use of "robots" in the services, more demanding consumers, more active and with more complex behaviors and difficult to be foreseen, to see the consumer as well as a mere passive receiver are ...