Technologyenabled service delivery

Technologyenabled service delivery

The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Theref...

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Veröffentlicht in:International journal of service industry management 2002-03, Vol.13 (1), p.91-106
Hauptverfasser: Walker, Rhett H., CraigLees, Margaret, Hecker, Robert, Francis, Heather
Format: Artikel
Sprache:eng
Schlagworte:
Customer satisfaction
Individual behaviour
Service
Technology
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container_title International journal of service industry management
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creator Walker, Rhett H.
CraigLees, Margaret
Hecker, Robert
Francis, Heather
description The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.
doi_str_mv 10.1108/09564230210421173
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ispartof International journal of service industry management, 2002-03, Vol.13 (1), p.91-106
issn 0956-4233
language eng
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source Emerald Journals; Standard: Emerald eJournal Premier Collection
subjects Customer satisfaction
Individual behaviour
Service
Technology
title Technologyenabled service delivery
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