Armistead, C. G., Beamish, N. and Kiely, J., 2004. Scenarios for future service encounters. The Service Industries Journal, 24 (3), pp. 131-149.
Full text not available from this repository.
Official URL: http://www.informaworld.com/smpp/ftinterface~conte...
This article develops research-based scenarios of future service encounters. Views from senior customer service directors in 14 major service companies regarding future service encounters and future roles and capabilities of customer service professionals were gathered. This was considered in the light of secondary data regarding technology and socio-economic projections. Short scenarios of future service encounters around key dimensions of technology, time and money are presented. Ways in which scenario planning may be used to aid planning and proactive business strategy in the service sector are discussed.
|Subjects:||Technology > Business, Management and Marketing|
|Group:||Business School > Centre for Research in Management|
|Deposited By:||INVALID USER|
|Deposited On:||03 Apr 2007|
|Last Modified:||07 Mar 2013 14:34|
|Repository Staff Only -|
|BU Staff Only -|
|Help Guide -||Editing Your Items in BURO|