| 000 | 01325naa a2200205uu 4500 | ||
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| 001 | 8061117211310 | ||
| 003 | OSt | ||
| 005 | 20190211163719.0 | ||
| 008 | 080611s2008 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aSALOMANN, Harald _934522 |
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| 245 | 1 | 0 |
_aSelf-service revisited : _bhow to balance high-tech and high-touch in customer relationships |
| 260 |
_aOxford, UK : _bElsevier, _cAugust 2007 |
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| 520 | 3 | _aIn 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 todays 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 | |
| 700 | 1 |
_aDOUS, Malte _934523 |
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| 700 | 1 |
_aKOLBE, Lutz _934524 |
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| 700 | 1 |
_aBRENNER, Walter _934525 |
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| 773 | 0 | 8 |
_tEuropean Management Journal _g25, 4, p. 310-319 _dOxford, UK : Elsevier, August 2007 _xISSN 02632373 _w |
| 942 | _cS | ||
| 998 |
_a20080611 _b1721^b _cTiago |
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| 999 |
_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c26651 _d26651 |
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| 041 | _aeng | ||