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- Title
Value and Systems Perspectives in Combining Human and Automated Services: Commentary on "Seven Challenges to Combining Human and Automated Service".
- Authors
Ng, Irene C. L.
- Abstract
The article offers the authors insights on the challenges in combining automated and human services. It discusses the context of defining the word "value" as one that underpins the traditional customer-producer relationships. It emphasizes the importance of identifying the differences between co-production and value co-creation in hybrid services. It suggests that the design of a system should recognize contexts and patterns, as well as meet customer expectations.
- Subjects
HUMAN services; CUSTOMER relationship management; CUSTOMER satisfaction; SALESFORCE automation; CUSTOMER services; INNOVATIONS in business
- Publication
Canadian Journal of Administrative Sciences (John Wiley & Sons, Inc.), 2010, Vol 27, Issue 1, p81
- ISSN
0825-0383
- Publication type
Article
- DOI
10.1002/CJAS.141