Service Delivery and Customer Experience, rapid developments of self service technologies are becoming the main service delivery channel essay about service to others in recent years. The customer participation is service process is quickly increasing due to this reason. Service operations managers need to decide to which extend the customer is involved into delivery process.It is expected that in nearest future only two extreme formats of delivery will prevail: complete employee service and complete self service. The mixture of these two extremes is still present in businesses today, even though the increasing self-service delivery will change the situation.
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