...Chris Meyer; David Cohen; Sudhir Nair Purpose The paper aims to fill this gap by positing a framework that considers the service automation decision as a matter of knowledge management: a choice between human resident and codified knowledge assets. Design/methodology/approach The paper...

... directions for future empirical research related to the changing nature of service delivery through the advances in technology and automation. The structure of this paper is as follows. First, we review the literature on how technology is changing the role of and at times displacing humans on the front...

...-automation experiences. Tourism and hospitality services prevail under varying levels of infrastructure, organization and cultural constraints. This paper provides an overview of potential disruptions and developments and does not delve into individual destination types and settings. This will require...

...Mohammad Al‐Hawari; Tony Ward; Leonce Newby Purpose The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts. Design/methodology/approach The relative importance...