“Technology in Service Delivery: Implications for Self-Service and Service Support”

Abstract: Advances in technology have revamped service delivery in recent years with a tremendous impact on self-service options and on service support, or back-stage operations. Today, customers can choose between a variety of technological options to perform services for themselves. At the same time, companies can employ technology at various stages in the service delivery process to improve the quality and/or productivity of their service offering. These developments are changing the way service firms and customers interact and have opened up many new research issues for investigation within services marketing. The article discusses trends in service delivery related to technology, raises relevant issues, shares findings from past research, and indicates directions for future research and practice.

Sole Author: Pratibha A. Dabholkar

(Email: pratibha@love-and-learning.info)

Source: Handbook of Services Marketing and Management, 2000, Thousand Oaks, CA: Sage Publications, 103-110.

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