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- W2799282015 abstract "Publisher Summary The role of information technology (IT) is expanding rapidly in modern business, including the application of IT as a distribution channel and medium of interaction. Many financial services firms, for example, have set up Internet channels for customer access. There is an examination of customer satisfaction with the service encounter in two financial services, stockbrokerage and insurance. In the stockbrokerage industry, customer satisfaction is evaluated in terms of interpersonal service encounters vs. Internet trading, a self-service technology (SST). When customers use the technology in stockbrokerage, it essentially replaces interpersonal interaction. In the insurance industry, customer satisfaction with sales reps who use sales force automation systems (SFA) is considered. SFA is currently implemented as an Intranet system, so that the technology is integrated into interpersonal interactions rather than replacing them. The insurance research shows that customers like integration of the technology into interpersonal services quite well. Customers appreciate the greater professionalism of reps and better ability to help them when reps use the technology, but they do not want to use the technology themselves in an SST mode. Trust in financial services is built by getting to know people, it does not come from technology. Such customer views did not depend on the technology background of the insurance customers – some of the customer sample was actually IT managers, who are very familiar with the technology." @default.
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- W2799282015 date "2006-01-01" @default.
- W2799282015 modified "2023-10-18" @default.
- W2799282015 title "Technology and Customer Relationships in Thai Financial Services" @default.
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- W2799282015 doi "https://doi.org/10.1016/b978-1-84334-281-6.50011-1" @default.
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