La automatización en el sector terciarioevolución del service encounter

Resumo

Traditionally, the majority of the services have been the result of process mainly made in direct contact between customers and employees of the firm that is making the service. However, many researchers have recognized nowadays the importance of technology in the service delivery. Since this perspective, this work analyses the different elements of the service encounter and its evolution in front of incorporation of automated process. For this, we have realized an empirical study on four industries, namely, toll motorways, car parks, carwash and video/DVD rental companies. This study gave us the opportunity to see certain evolution in the elements that take part in the service encounter and in the relationships that these have between themselves. Would seem to indicate that the incorporation of these processes could allow acceptable levels of productivity and flexibility, traditionally considered antagonistic variables.