Technology Infusion in Service Encounters

Service encounters are critical in all industries, including those that have not been traditionally defined as service industries. The increasing deployment of technology is altering the essence of service encounters formerly anchored in a "low-tech, high-touch" paradigm. A study explores...

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Veröffentlicht in:	Journal of the Academy of Marketing Science 2000, Vol.28 (1), p.138-149
Hauptverfasser:	Bitner, Mary Jo, Brown, Stephen W, Meuter, Matthew L
Format:	Artikel
Sprache:	eng
Schlagworte:	Advantages Automation Business communications Customer relations Customer satisfaction Customer services Drug stores Employees Management science Marketing Strategic business units Studies Technological change Word of mouth advertising
Online-Zugang:	Volltext
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