Title: Service delivery systems, services marketing and technologies

Authors: Annie Munos

Addresses: Marketing Department, Grenoble Graduate School of Business, Europole, 12, rue Pierre Semard, B.P. 127, 38003 Grenoble Cedex 1, France

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.

Keywords: Service Delivery System; new technologies of information and communication; services marketing; traditional service delivery system; automatic service delivery system; electronic service delivery system; marketing and organisational implications; provider|s level of control.

DOI: 10.1504/IJSTM.2002.001630

International Journal of Services Technology and Management, 2002 Vol.3 No.3, pp.263-276

Available online: 24 Jul 2003 *

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