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Seven challenges to combining human and automated service

Messinger, PR and Li, J and Stroulia, E and Galletta, D and Choi, XGS (2009) Seven challenges to combining human and automated service. Canadian Journal of Administrative Sciences, 26 (4). 267 - 285. ISSN 0825-0383

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We introduce this special issue by addressing seven key challenges associated with managing hybrid humanautomated service systems. These consist of the following: 1. What strategic and tactical issues arise when managing hybrid service systems? 2. How should the core "value proposition" be set? 3. What special considerations arise in the design and implementation phases? 4. How can service delivery be managed to identify systemic problems and to address service breakdowns? 5. How can communications with clients improve the functioning of service systems? 6. What performance measures should be used to monitor process, outputs, client perceptions, and financial outcomes? 7. How can we coordinate the various interdisciplinary activities needed to address the previous six issues? We consider these challenges after first characterizing the historical evolution of service delivery, reviewing some of the literature in the administrative sciences, and proposing a conceptual framework. Copyright © 2009 ASAC.


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Item Type: Article
Status: Published
CreatorsEmailPitt UsernameORCID
Messinger, PR
Li, J
Stroulia, E
Galletta, DGALLETTA@pitt.eduGALLETTA
Choi, XGS
Date: 1 December 2009
Date Type: Publication
Journal or Publication Title: Canadian Journal of Administrative Sciences
Volume: 26
Number: 4
Page Range: 267 - 285
DOI or Unique Handle: 10.1002/cjas.123
Schools and Programs: College of Business Administration > Business Administration
Refereed: Yes
ISSN: 0825-0383
Date Deposited: 27 Aug 2012 19:31
Last Modified: 02 Feb 2019 16:58


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