Servuction and Mobile Telephony

M. C. Monnoyer - Longé

The Service Industries Journal, 1999, vol. 19, issue 1, 117-132

Abstract: Because mobile telephony develops oral communication between a service provider and its customers and between the different employees in the firm, irrespective of the physical location of the actors, it makes the role of oral interaction in servuction more dynamic. Considered an innovation which necessarily undergoes an iterative process of integration, use of mobile telephony leads some service providers to challenge the shape of customer's participation in the process of servuction and the ways in which staff work.

Date: 1999
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DOI: 10.1080/02642069900000007

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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