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High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services

In: Managing Consumer Services

Author

Listed:
  • Uday M. Apte

    (Graduate School of Business and Public Policy, Naval Postgraduate School)

Abstract

In this research, we propose a conceptual framework useful for designing service delivery channels for certain types of information-intensive services. Using an operations management viewpoint, the proposed framework focuses on the complementary roles of information technology (tech) and human intermediation (touch) in the production and delivery of consumer services. We apply the proposed framework for designing delivery channels to retail banking services and discuss how human intermediation can be critically important and useful for improving information- and customer contact-intensive services.

Suggested Citation

  • Uday M. Apte, 2014. "High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services," Springer Books, in: Enzo Baglieri & Uday Karmarkar (ed.), Managing Consumer Services, edition 127, chapter 3, pages 33-43, Springer.
    • Handle: RePEc:spr:sprchp:978-3-319-04289-3_3
    DOI: 10.1007/978-3-319-04289-3_3
    as

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