Thematic elements underlying the delivery of services in high-contact public service encounters
(2012)
Journal Article
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
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 art... Read More about Thematic elements underlying the delivery of services in high-contact public service encounters.