Kleinschmidt, Stefan; Peters, Christoph; Leimeister, … - In: Journal of Service Management 31 (2019) 4, pp. 793-814
Purpose: While scaling is a viable approach to respond to growing demand, service providers in contact-intensive services (CIS) – such as education, healthcare and social services – struggle to innovate their offerings. The reason is that the scaling of CIS – unlike purely digital...