Efficiency in Service Delivery: Technological or Humanistic Approaches?

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.

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Year of publication:	1989
Authors:	Kelley, Scott W.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 3.1989, 3, p. 43-50
Publisher:	MCB UP Ltd
Subject:	Customization \| Efficiency \| Service delivery systems \| Technology

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/EUM0000000002492 [DOI]
Source:	Other ZBW resources

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