Summary
Contents
Subject index
The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused ‘mini’ chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
Technology in Service Delivery: Implications for Self-Service and Service Support
Technology in Service Delivery: Implications for Self-Service and Service Support
Advances in technology have revamped service delivery in recent years, with a tremendous impact both on self-service options and on service support. Today, customers can choose between a variety of technological options to perform services for themselves (Zinn 1993). At the same time, companies employ technology at various stages in the service delivery process and in service support operations to improve the quality and productivity of their service offering (Blumberg 1994). These developments are changing the way service firms and customers interact and have opened up many new research issues for investigation within services marketing (Dabholkar 1994b).
An early, well-known application of a technology-based self-service option ...
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