服务和移动电话

IF 7.4 2区管理学 Q1 MANAGEMENT

Service Industries Journal Pub Date : 1999-01-01 DOI:10.1080/02642069900000007

M. Longe

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引用次数: 1

摘要

由于移动电话发展了服务提供者与其客户之间以及公司内不同员工之间的口头交流，而不考虑行动者的物理位置，因此它使口头互动在服务中的作用更加动态。移动电话的使用被认为是一种创新，必然经历一个迭代的整合过程，它导致一些服务提供商挑战客户参与服务过程的形式和员工的工作方式。

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Servuction and Mobile Telephony

Because mobile telephony develops oral communication between a service provider and its customers and between the different employees in the firm, irrespective of the physical location of the actors, it makes the role of oral interaction in servuction more dynamic. Considered an innovation which necessarily undergoes an iterative process of integration, use of mobile telephony leads some service providers to challenge the shape of customer's participation in the process of servuction and the ways in which staff work.

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来源期刊

Service Industries Journal MANAGEMENT-

CiteScore

19.00

自引率

18.10%

发文量

期刊介绍： The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights. We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.