Substituting information for interaction : a framework for personalization in service encounters and service systems
Year of publication: |
2013
|
---|---|
Authors: | Glushko, Robert J. ; Nomorosa, Karen Joy |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 16.2013, 1, p. 21-38
|
Subject: | personalization | serice encounter | service systems design | information models | customer models | technology-based services |
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