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Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction*
2006
Decision Sciences
Managing both the technologies and the personnel needed for providing high-quality, multichannel customer support creates a complex and persistent operational challenge. Adding to this difficulty, it is still unclear how service personnel and these new communication technologies interact to influence the customer's perceptions of the service being provided. Motivated by both practical importance and inconsistent findings in the academic literature, this exploratory research examines the
doi:10.1111/j.1540-5414.2006.00108.x
fatcat:sjdn74v3zjd3zkuz6ahnlu6654