Zusammenfassung
Digital services challenge traditional service concepts and pose vexing management challenges. By the case of banking services it is illustrated how digital technologies alter taken-for-granted implications that were derived from traditional services concepts. Thus, a pathway model is developed indicating changing positions of distinct service types in the service matrix. Eventually, structural and managerial implications that arise from those changes are discussed.
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Koch-Rogge, M., Westermann, G. (2017). Digitalization in the Service Economy – The Case of Banking Services. In: Bruhn, M., Hadwich, K. (eds) Dienstleistungen 4.0. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-17552-8_19
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DOI: https://doi.org/10.1007/978-3-658-17552-8_19
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