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L9
L9R3. Robert J. Glushko & Linsay Tabas, "Designing Service Systems by Bridging the Front Stage and Back Stage", Information Systems and E-Business Management, 2009
Fri, 07/10/2009 - 22:43 — adminGuide Questions
- How are the frontstage and backstage related?
- What is the importance of having an end-to-end view of the service?
- How is studying the flow of information between units or organizations relevant to the design of services?
L9R2. Kolesar et al, "Creating Customer Value Through Industrialized Intimacy", Strategy and Business, 1998
Fri, 07/10/2009 - 22:41 — adminGuide Questions
- What are the two extremes of the service paradigm?
- How can a balance between the two extremes be reached?
- What are the seven key principles that should be followed to maintain customer intimacy while attaining industrial efficiency?
L9R1. Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, & Mary Jo Bitner, “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters” Journal of Marketing, July 2000
Fri, 07/10/2009 - 22:39 — adminGuide Questions
- What is a service encounter?
- What are marketspace interactions?
- What are the main sources of satisfaction that arise from interpersonal interaction?
