Efficiency in Service Delivery: Technological or Humanistic Approaches?
- 1 March 1989
- journal article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 3 (3) , 43-50
- https://doi.org/10.1108/eum0000000002492
Abstract
Explains that efficient service delivery can often present a problem for marketers due to the nature of the services. Summarizes the two general methods already suggested for improving the efficiency of service delivery – technological and humanistic. Discusses managerial guidelines for the implementation of these approaches to service delivery in several service industries, based on two service classification schemes.Keywords
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