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The US economy has undergone significant shifts towards services and towards information intensive industries. The latter trend has been driven by advances in information technology. These advances have concurrently led to substantial changes in the production and delivery of services,...
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The future of consumer service. Introduction -- 1. Factories or theaters? The future of service -- 2. The industrialization of services -- 3. High tech vs. high touch: the role of human intermediation in information intensive services.- 4. Connecting factory to theater: lessons from a case study...
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