La automatización en el sector terciario: evolución del service encounter

Eva Diz-Comesaña, Begoña Urgal González
DOI: https://doi.org/10.5329/RECADM.20121101004

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RESUMEN

Tradicionalmente, la mayoría de los servicios han sido el resultado de procesos que se realizan en su mayor parte, sino en su totalidad, en contacto directo entre el cliente y los representantes de la empresa prestataria del servicio, en un contexto organizativo determinado. No obstante, en la actualidad muchos investigadores han reconocido la importancia de la tecnología en la prestación del servicio. Desde esta perspectiva, en este trabajo se analizan los distintos elementos que intervienen en el service encounter y su evolución ante la incorporación de procesos automatizados. Para ello, se ha realizado un análisis empírico sobre cuatro subsectores- autopistas, aparcamientos, lavado de automóviles y alquiler de películas cinematográficas- donde se pone de manifiesto cierta evolución en los elementos que participan en la prestación del servicio y en las relaciones que éstos mantienen entre sí, y se deja intuir que la implantación de tales procesos podría permitir alcanzar cotas aceptables de productividad y flexibilidad, variables tradicionalmente antagónicas.


Palavras-chave

Servicios, Service Encounter; Automatización

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