Thematic elements underlying the delivery of services in high-contact public service encounters

Ojiako, Udechukwu; Maguire, Stuart; Chipulu, Max

Abstract

Earlier research alludes to the fact that enhanced information and systems (IS/IT) functionalities coupled with a lower degree of interaction with customers, the so-called zero- touch, real- time, self-service enhance services engagement. In this article, utilising a series of thematic elements drawn from two exploratory case studies, the authors suggest that the real enhancement of service delivery and increase in customer satisfaction, especially in frontline public service encounters, are not necessarily achieved through infusions of IS/IT, but from the adoption of a service philosophy which allows such organisations to de-emphasise IS/IT and instead focus on significant organisational factors in the area of enhanced human interaction.

Citation

Ojiako, U., Maguire, S., & Chipulu, M. (2013). Thematic elements underlying the delivery of services in high-contact public service encounters. Production Planning and Control, 24(6), 532-545. https://doi.org/10.1080/09537287.2011.642485

• Journal Article Type: Article
• Acceptance Date: Nov 11, 2011
• Online Publication Date: Jan 10, 2012
• Publication Date: 2013
• Deposit Date: Sep 27, 2021
• Print ISSN: 0953-7287
• Publisher: Taylor & Francis
• Peer Reviewed: Peer Reviewed
• Volume: 24
• Issue: 6
• Pages: 532-545
• DOI: https://doi.org/10.1080/09537287.2011.642485
• Keywords: service delivery; information systems; high-contact; public service
• Public URL: http://researchrepository.napier.ac.uk/Output/2802478