DOI: 10.1108/mbe.2003.26707bae.008
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Abstract: It is now possible to deliver service in a virtual environment with little or no human interaction. This environment offers the opportunity of new ways of delivering service. This paper examines some of the existing theories of service quality and service management in the context of new web-based environment. It draws on field research involving empirical measurement of service levels. Two existing theories are reexamined , the concept that automation leads to mediation between the customer and the service or…

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