Abstract
In order to cut costs, companies have employed digital systems and moved service offerings online. However, the digital systems providing online-based services (e-service) have always been complemented with or supported by human-based service (h-service). Whereas h-service has total costs that increase with the demand for services, e-service mainly requires a fixed investment upfront which can be amortized over the totality of customers served. Considering the different nature of the costs of h-service and e-service and the heterogeneity of customer preferences, we derive the optimal mix of h-service and e-service for a firm vis-à-vis its competitor.
| Original language | English (US) |
|---|---|
| Title of host publication | 2008 Workshop on Information Technologies and Systems, WITS 2008 |
| Publisher | Social Science Research Network |
| Pages | 188-193 |
| Number of pages | 6 |
| State | Published - 2008 |
| Externally published | Yes |
| Event | 2008 Workshop on Information Technologies and Systems, WITS 2008 - Paris, France Duration: Dec 13 2008 → Dec 14 2008 |
Other
| Other | 2008 Workshop on Information Technologies and Systems, WITS 2008 |
|---|---|
| Country/Territory | France |
| City | Paris |
| Period | 12/13/08 → 12/14/08 |
ASJC Scopus subject areas
- Information Systems
- Control and Systems Engineering