Dimensions of Service Quality in Hybrid Services: A Consumer Value Chain Framework Shirshendu Ganguli, ICFAI University, India Nada Nasr Bechwati, Bentley University Abdolreza Eshghi, Bentley University. Service Continuum. Conventional: High in human to human interactions.
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Dimensions of Service Quality in Hybrid Services: A Consumer Value Chain FrameworkShirshendu Ganguli, ICFAI University, IndiaNada Nasr Bechwati, Bentley UniversityAbdolreza Eshghi, Bentley University
Conventional: High in human to human interactions
Technology-enabled: High in human to technology interactions
Identify dimensions of service quality in hybrid contexts.
Why Is This Interesting?
Initial Contact; Subscribing to the Service
Service Usage or Consumption
Service Problems & Recovery
Implications of Findings: