This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/02652329110144460. When citing the article, please cite: Jean Harvey, Pierre Filiatrault, (1991), “Service Delivery Processes: New Technology and Design”, International Journal of Bank Marketing, Vol. 9 Iss: 1, pp. 25 - 31.
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