High tech versus high touch : consumer impressions of service delivery experiences

Beatson, Amanda T., Coote, Leonard V., & Drennan, Judy (2007) High tech versus high touch : consumer impressions of service delivery experiences. In The 36th European Marketing Academy Conference, 22-25 May 2007, Reykjavik University, Reykjavik. (Unpublished)


The proliferation of high tech, self service delivery represents one of the most significant marketplace changes over the past decade. In many instances, self service delivery represents and addition to an existing high touch, employee assisted service. Despite a clear economic rationale, consumer responses to it are not well documented. Through a series of experiments, the researchers seek insights into the characteristics, of the delivery modes and their importance, and understanding of the interplay among the delivery modes. Although preliminary, the results indicated that simple linear models may be inadequate in representing consumers' expectations of personal and electronic service delivery experiences.

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ID Code: 21109
Item Type: Conference Paper
Refereed: Yes
Keywords: Self-Service Technology, Experimental Design, Service Delivery
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2007 [please consult the authors]
Deposited On: 11 Jun 2009 03:34
Last Modified: 29 Feb 2012 13:40

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