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SALOMANN, Harald

Self-service revisited : how to balance high-tech and high-touch in customer relationships - Oxford, UK : Elsevier, August 2007

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 cross-case analysis of two companies that we identified as “good practices” in achieving this balance. From the case studies’ findings we derive two possible strategies for service automation: an intimacy-driven and a personality driven approach. We also discuss key success factors that have to be considered for the implementation of these strategies

Escola Nacional de Administração Pública

Escola Nacional de Administração Pública

Endereço:

  • Biblioteca Graciliano Ramos
  • Funcionamento: segunda a sexta-feira, das 9h às 19h
  • +55 61 2020-3139 / biblioteca@enap.gov.br
  • SPO Área Especial 2-A
  • CEP 70610-900 - Brasília/DF
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