Scenarios for future service encounters

Julia Kiely, Neal Beamish and Colin Armistead

The Service Industries Journal, 2004, vol. 24, issue 3, 131-149

Abstract: This article develops research-based scenarios of future service encounters. Views from senior customer service directors in 14 major service companies regarding future service encounters and future roles and capabilities of customer service professionals were gathered. This was considered in the light of secondary data regarding technology and socio-economic projections. Short scenarios of future service encounters around key dimensions of technology, time and money are presented. Ways in which scenario planning may be used to aid planning and proactive business strategy in the service sector are discussed.

Date: 2004
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:24:y:2004:i:3:p:131-149

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DOI: 10.1080/0264206042000247795

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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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