Efficiency in Service Delivery: Technological or Humanistic Approaches?
Scott W. Kelley
(Assistant professor of marketing at the University of Kentucky, where he earned his D.B.A. His research interests include various aspects of services marketing, marketing ethics, and measurement issues.)
1397
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
Citation
Kelley, S.W. (1989), "Efficiency in Service Delivery: Technological or Humanistic Approaches?", Journal of Services Marketing, Vol. 3 No. 3, pp. 43-50. https://doi.org/10.1108/EUM0000000002492
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited