Substituting Information for Interaction: A Framework for Personalization in Service Encounters and Service Systems
| Year of publication: |
2013
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|---|---|
| Authors: | Glushko, Robert J. ; Nomorosa, Karen Joy |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, Calif. [u.a.] : Sage Periodicals Press, ISSN 1094-6705, ZDB-ID 14900695. - Vol. 16.2013, 1, p. 21-38
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