Substituting Information for Interaction: A Framework for Personalization in Service Encounters and Service Systems

Journal of Service Research

Volumn 16, Issue 1, 2013, Pages 21-38

  Glushko, Robert J ^a   Nomorosa, Karen J ^b  

^a UNIVERSITY OF CALIFORNIA   (United States)

^b Rearden Commerce   (United States)

Author keywords

customer models; information models; personalization; serice encounter; service systems design; technology based services

Indexed keywords

EID: 84874091607     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670512463967     Document Type: Review

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