Salomann, Harald; Dous, Malte; Kolbe, Lutz; Brenner, Walter - In: European Management Journal 25 (2007) 4, pp. 310-319
In recent years, many companies have infused more and more self-service technology into their customer relationships. As a result the balance between high-tech and high-touch has become a key challenge of today's customer relationship management initiatives. In this paper, we present a...