Computer Science
8 years ago

Technology infusion shifts service quality focus from employees to technology.

Ruan kexue
Service Encounter and Service Quality——From Physical Service to Electronic Service
Li Le

Paper Summary

The article discusses how technology is changing the way we receive services, moving from in-person interactions to electronic ones. Technology is now a key part of our service experiences, replacing the traditional role of employees. While the basic factors that make a service good or bad remain the same, the specific aspects of service quality now include technical features. This shift also affects how our interactions with services impact their overall quality.

Related papers

Business, Management and Accounting
8 years ago

Revolutionizing Service Provisioning in Telecommunication Industry for Customer Satisfaction

Two-Sided Markets
IT Outsourcing
Business, Management and Accounting
8 years ago

New edition of management and marketing book revolutionizes service industry strategies.

Information Age Management
Service-Dominant Logic
Digital Society
Business, Management and Accounting
7 years ago

Digital service encounters reveal new category of knowledge-intensive interactions.

Service-Dominant Logic
Living Labs
Sociomateriality