Journal
TECHNOVATION
Volume 32, Issue 2, Pages 133-143Publisher
ELSEVIER SCIENCE BV
DOI: 10.1016/j.technovation.2011.10.002
Keywords
Services; Remote services; Self-services; Technology mediation
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The role of information and communication technology for economic growth has been emphasized repeatedly. Technological breakthroughs have generated new forms of services, such as self-services or remote services. Although these encounters are qualitatively different from traditional service provision, prior service management literature thus far had paid little attention to theory development and the systematization of technology-based service encounters. To fill this research gap, the present study outlines how new types of technology-based services fit into existing service typologies and provides an extension of existing frameworks to capture their unique characteristics. These insights in turn offer managerial implications and highlight open research questions. (C) 2011 Published by Elsevier Ltd.
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