High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services

  • Uday M. ApteEmail author


In this research, we propose a conceptual framework useful for designing service delivery channels for certain types of information-intensive services. Using an operations management viewpoint, the proposed framework focuses on the complementary roles of information technology (tech) and human intermediation (touch) in the production and delivery of consumer services. We apply the proposed framework for designing delivery channels to retail banking services and discuss how human intermediation can be critically important and useful for improving information- and customer contact-intensive services.


Financial Service Service Contract Internet Banking Customer Participation Retail Banking 
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Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  1. 1.Graduate School of Business and Public Policy, Naval Postgraduate SchoolMontereyUSA

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