Technology‐enabled service delivery: An investigation of reasons affecting customer adoption and rejection

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 2002-01, Vol.13 (1), p.91-106
Hauptverfasser:	Walker, Rhett H., Craig‐Lees, Margaret, Hecker, Robert, Francis, Heather
Format:	Artikel
Sprache:	eng
Online-Zugang:	Volltext
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