@article{BrockVVKK2026Rethinking,
  author = {Juergen Brock and Madeleen {van Veen} and Victoria Kramer and Manfred Krafft},
  title = {Rethinking Customer Service Digitalization: Incongruent Frames and Alignment Mechanisms in Retailing},
  journal = {Journal of Service Research},
  year = {2026},
  doi = {10.1177/10946705261498173},
  url = {https://journals.sagepub.com/doi/10.1177/10946705261498173},
  note = {Publication status: Published}
}