Technology-Mediated Services: A Typology And Implications ForResearch And Management

The role of communications and information technology for economic growth has beenemphasized repeatedly. In particular, these technologies have been identified as the drivingforce behind the growth in the service sector. Technological breakthroughs have generatednew forms of services, such as self-services or remote services, where service provider andreceiver are not co-located and there is no face-to-face interaction. Although theseencounters are qualitatively different from traditional service provision, the marketingliterature has as of yet paid little attention to these technology-based service encounters.[...]