Technology-Enabled Service Delivery: Reconciling Managerial and Customer Perspectives

Abstract

The use of technology to enable or facilitate the delivery of services can benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, may run the risk of disenfranchising customers. This might be due to technical faults and failings, but also due to situations in which human interaction is substituted or diminished by a use of technology that is more in a service organisation’s interests than in those of its customers.