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Seven challenges to combining human and automated service
Author(s) -
Messinger Paul R.,
Li Jin,
Stroulia Eleni,
Galletta Dennis,
Ge Xin,
Choi Sungchul
Publication year - 2009
Publication title -
canadian journal of administrative sciences / revue canadienne des sciences de l'administration
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.347
H-Index - 48
eISSN - 1936-4490
pISSN - 0825-0383
DOI - 10.1002/cjas.123
Subject(s) - proposition , service (business) , identifier , computer science , value proposition , service delivery framework , sociology , library science , operations research , business , epistemology , engineering , philosophy , marketing , programming language
We introduce this special issue by addressing seven key challenges associated with managing hybrid human‐automated service systems. These consist of the following: 1 What strategic and tactical issues arise when managing hybrid service systems? 2 How should the core “value proposition” be set? 3 What special considerations arise in the design and implementation phases? 4 How can service delivery be managed to identify systemic problems and to address service breakdowns? 5 How can communications with clients improve the functioning of service systems? 6 What performance measures should be used to monitor process, outputs, client perceptions, and financial outcomes? 7 How can we coordinate the various interdisciplinary activities needed to address the previous six issues?We consider these challenges after first characterizing the historical evolution of service delivery, reviewing some of the literature in the administrative sciences, and proposing a conceptual framework. Copyright © 2009 ASAC. Published by John Wiley & Sons, Ltd.