Service delivery systems, services marketing and technologies
by Annie Munos
International Journal of Services Technology and Management (IJSTM), Vol. 3, No. 3, 2002

Abstract: This article's aim is to take stock of the structural, organisational, conceptual and marketing impacts, which technologies have had on the system of service fabrication, the service delivery system (SDS), as it was originally created by Eiglier and Langeard in 1987. The focus of this research is to show how the emergence of new information and communications technologies in the service industry brings into question the existence of a unique and universal SDS from which other models are created and principles of management and a new conceptualisation, which is, complementary to the existing SDS system is created. Therefore, the NTIC denounces and pre-empts new ways of SDS, an extension of the basic principles of services marketing and the service provider-customer relationship.

Online publication date: Thu, 24-Jul-2003

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