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
![[img]](http://d-scholarship.pitt.edu/style/images/fileicons/text_plain.png) |
Plain Text (licence)
Available under License : See the attached license file.
Download (1kB)
|
Abstract
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.
Share
| Citation/Export: |
|
| Social Networking: |
|
Details
Metrics
Monthly Views for the past 3 years
Plum Analytics
Altmetric.com
Actions (login required)
 |
View Item |
![[feed]](/images/feed-icon-32x32.png){kind=icon}