Interactive Services Operations: The Relationships among Information, Technology and Exchange Transactions on the Quality of the Customer‐Contact Interface
International Journal of Operations & Production Management
ISSN: 0144-3577
Article publication date: 1 May 1989
Abstract
The customer‐contact interface is discussed here. Defined as interactive service operations, it can be divided into two separate levels, first, the service operations interface between the firm and its customers and, secondly, the internal interactions of the firm′s operations driven by technological advancement and more demanding customer expectations. The latter is explored thoroughly with special reference to the management of delivery mechanisms and their concurrent marketing.
Keywords
Citation
Delene, L.M. and Lyth, D.M. (1989), "Interactive Services Operations: The Relationships among Information, Technology and Exchange Transactions on the Quality of the Customer‐Contact Interface", International Journal of Operations & Production Management, Vol. 9 No. 5, pp. 24-32. https://doi.org/10.1108/EUM0000000001241
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited