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

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dc.contributor Svenska handelshögskolan, Institutionen för marknadsföring och företagsgeografi, marknadsföring sv
dc.contributor Swedish School of Economics and Business Administration, Department of Marketing and Corporate Geography, Marketing en
dc.contributor.author Isoniemi, Kristina
dc.contributor.author Snellman, Kaisa
dc.date.accessioned 2011-03-02T14:12:18Z
dc.date.available 2011-03-02T14:12:18Z
dc.date.issued 2000
dc.identifier.isbn 951-555-651-1
dc.identifier.uri http://hdl.handle.net/10227/136
dc.identifier.uri URN:ISBN:951-555-651-1
dc.description.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. fi
dc.format.extent 1837 bytes
dc.format.extent 68185 bytes
dc.format.mimetype application/pdf
dc.format.mimetype text/plain
dc.language.iso eng
dc.publisher Svenska handelshögskolan sv
dc.publisher Swedish School of Economics and Business Administration en
dc.relation.ispartofseries Working Papers
dc.relation.ispartofseries 431
dc.rights Publikationen är skyddad av upphovsrätten. Den får läsas och skrivas ut för personligt bruk. Användning i kommersiellt syfte är förbjuden. sv
dc.rights This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited. en
dc.rights Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty. fi
dc.subject virtual services fi
dc.subject technology fi
dc.subject service marketing fi
dc.subject Internet services fi
dc.subject.other Marketing fi
dc.title What is A Virtual Service?- Broadening the Perspective on Technology-Based Services fi
dc.type.dcmitype Text
dc.relation.issn 0357-4598

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