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Technology-Enabled Service Delivery: Reconciling Managerial and Customer Perspectives

  • Rhett H. Walker
  • Margaret Craig-Lees
Part of the Developments in Marketing Science: Proceedings of the Academy of Marketing Science book series (DMSPAMS)

Abstract

The use of technology to enable or facilitate the delivery of services can benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, may run the risk of disenfranchising customers. This might be due to technical faults and failings, but also due to situations in which human interaction is substituted or diminished by a use of technology that is more in a service organisation’s interests than in those of its customers.

Keywords

Service Provider Service Delivery Service Organisation Service Product Service Setting 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Academy of Marketing Science 2015

Authors and Affiliations

  • Rhett H. Walker
    • 1
  • Margaret Craig-Lees
    • 2
  1. 1.University of TasmaniaNewarkUSA
  2. 2.University of New South WalesNewarkUSA

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