1. Touch vs. Tech in Service Encounters Open Access Author: Fan, Alei Title: Touch vs. Tech in Service Encounters Graduate Program: Hotel, Restaurant, and Institutional Management Keywords: Service encounter managementconsumer behaviourservice technologycustomer-company relationshipservice guarantee File: Download PhD_Dissertation_-_Alei_Fan.pdf Committee Members: Anna S Mattila, Dissertation Advisor/Co-AdvisorAnna S Mattila, Committee Chair/Co-ChairHubert Van Hoof, Committee MemberDavid Allen Cranage, Committee MemberLisa Elizabeth Bolton, Committee Member