What is A Virtual Service?- Broadening the Perspective on Technology-Based Services

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http://urn.fi/URN:ISBN:951-555-651-1
Title: What is A Virtual Service?- Broadening the Perspective on Technology-Based Services
Author: Isoniemi, Kristina; Snellman, Kaisa
Contributor: Swedish School of Economics and Business Administration, Department of Marketing and Corporate Geography, Marketing
Publisher: Svenska handelshögskolan
Date: 2000
Language: en
Number of pages: 1837 bytes
Belongs to series: Working Papers - 431
ISBN: 951-555-651-1
ISSN: 0357-4598
URI: http://hdl.handle.net/10227/136
http://urn.fi/URN:ISBN:951-555-651-1
Abstract: This article expands the discussion of the impact of technology on services and contributes to a broader comprehension of the nature of virtual services. This is done by discovering dimensions that distinguish physical services from virtual services, i.e. services that are distributed by electronic means and where the customer has no direct human interaction with the service provider. Differences in the core characteristics of services, servicescape and service delivery are discussed. Moreover, dimensions that differentiate between virtual services are analysed. A classification scheme for virtual services is proposed, including the origin of the service, the element of the service offering, the customisation process, stage of the service process performed, and the degree of mobility of the service.
Subject: virtual services
technology
service marketing
Internet services
Rights: This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.


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