Efficiency in Service Delivery: Technological or HumanisticApproaches?
Journal of Services MarketingPublished 1 March 1989
Scott W. Kelley
Citations34
SJR quartileQ1
SJR score1.36
SNIP1.15
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Abstract
Explains that efficient service delivery can often present a problem for marketers due to the nature of the services. Summarizes the two general methods already suggested for improving the efficiency of service delivery – technological and humanistic. Discusses managerial guidelines for the implementation of these approaches to service delivery in several service industries, based on two service classification schemes.
Keywords
Business, Management and Accounting