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

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Title: What is A Virtual Service?- Broadening the Perspective on Technology-Based Services
Author: Isoniemi, Kristina; Snellman, Kaisa
Other contributor: Svenska handelshögskolan, Institutionen för marknadsföring och företagsgeografi, marknadsföring
Swedish School of Economics and Business Administration, Department of Marketing and Corporate Geography, Marketing
Publisher: Svenska handelshögskolan
Date: 2000
Language: eng
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
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
service marketing
Internet services
Rights: Publikationen är skyddad av upphovsrätten. Den får läsas och skrivas ut för personligt bruk. Användning i kommersiellt syfte är förbjuden.

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