Expert Systems for Services Marketing – Prospects and Payoffs

Abstract

Explores the application of expert systems in the field of services marketing. Describes the basics of the technology along with several hypothetical systems. Concludes with a brief examination of costs versus benefits, system design and implementation issues, together with the potential for other artificial intelligence technologies to contribute to the management of services marketing. Notes that advanced applications such as expert systems will dramatically change the competitive landscape of the future.

Citation

Sisodia, R.S. (1991), "Expert Systems for Services Marketing – Prospects and Payoffs", Journal of Services Marketing, Vol. 5 No. 3, pp. 37-54. https://doi.org/10.1108/08876049110035611