Executive Summary
For development of the theory of service, the focus is on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. Consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. A model of the theory of service is presented.
Recommended Citation
Roberts, Chris PhD; Young, Lisa PhD; Johanson, Misty M. PhD; and Dolasinski, Mary Jo PhD
(2024)
"Automated Customer Assistance is Not Customer Service,"
ICHRIE Research Reports: Vol. 9:
Iss.
3, Article 2.
DOI: www.doi.org/10.61701/405341.106
Available at:
https://via.library.depaul.edu/ichrie_rr/vol9/iss3/2
