High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services

Uday M. Apte ()
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Uday M. Apte: Graduate School of Business and Public Policy, Naval Postgraduate School

Chapter 3 in Managing Consumer Services, 2014, pp 33-43 from Springer

Abstract: Abstract In this research, we propose a conceptual framework useful for designing service delivery channels for certain types of information-intensive services. Using an operations management viewpoint, the proposed framework focuses on the complementary roles of information technology (tech) and human intermediation (touch) in the production and delivery of consumer services. We apply the proposed framework for designing delivery channels to retail banking services and discuss how human intermediation can be critically important and useful for improving information- and customer contact-intensive services.

Keywords: Financial Service; Service Contract; Internet Banking; Customer Participation; Retail Banking (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-04289-3_3

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DOI: 10.1007/978-3-319-04289-3_3

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