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- W3179672771 abstract "Designing service processes to receive digital inputs from customers is a key challenge for service providers. This design has an impact on the outcomes of the service process for the provider and customer. These impacts can be customization, control, and customer agency. Service process activities receive customer information digitally through surrogate interactions using customer and provider digital technologies. These digital interactions are becoming the dominant method for obtaining customer resources and information to provide service. A design of learning processes to achieve customization and control is illustrated to show how these outcomes provide customer agency and satisfaction. Traditional service design challenges and trade-offs are mitigated through designing services for digital interactions." @default.
- W3179672771 created "2021-07-19" @default.
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- W3179672771 date "2021-06-07" @default.
- W3179672771 modified "2023-09-26" @default.
- W3179672771 title "Digitally enabled interactions: Designing for Customer Agency, Control and Customization" @default.
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- W3179672771 doi "https://doi.org/10.1109/meco52532.2021.9460155" @default.
- W3179672771 hasPublicationYear "2021" @default.
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