---
_id: '5718'
abstract:
- lang: eng
  text: The role of information and communication technology for economic growth has
    been emphasized repeatedly. Technological breakthroughs have generated new forms
    of services, such as self-services or remote services. Although these encounters
    are qualitatively different from traditional service provision, prior service
    management literature thus far had paid little attention to theory development
    and the systematization of technology-based service encounters. To fill this research
    gap, the present study outlines how new types of technology-based services fit
    into existing service typologies and provides an extension of existing frameworks
    to capture their unique characteristics. These insights in turn offer managerial
    implications and highlight open research questions.
article_type: original
author:
- first_name: Jan H
  full_name: Schumann, Jan H
  last_name: Schumann
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Florian
  full_name: Wangenheim, Florian
  last_name: Wangenheim
citation:
  ama: 'Schumann JH, Wünderlich N, Wangenheim F. Technology Mediation in Service Delivery:
    A New Typology and an Agenda for Managers and Academics. <i>Technovation</i>.
    2012;32(2):133-143.'
  apa: 'Schumann, J. H., Wünderlich, N., &#38; Wangenheim, F. (2012). Technology Mediation
    in Service Delivery: A New Typology and an Agenda for Managers and Academics.
    <i>Technovation</i>, <i>32</i>(2), 133–143.'
  bibtex: '@article{Schumann_Wünderlich_Wangenheim_2012, title={Technology Mediation
    in Service Delivery: A New Typology and an Agenda for Managers and Academics.},
    volume={32}, number={2}, journal={Technovation}, publisher={Elsevier}, author={Schumann,
    Jan H and Wünderlich, Nancy and Wangenheim, Florian}, year={2012}, pages={133–143}
    }'
  chicago: 'Schumann, Jan H, Nancy Wünderlich, and Florian Wangenheim. “Technology
    Mediation in Service Delivery: A New Typology and an Agenda for Managers and Academics.”
    <i>Technovation</i> 32, no. 2 (2012): 133–43.'
  ieee: 'J. H. Schumann, N. Wünderlich, and F. Wangenheim, “Technology Mediation in
    Service Delivery: A New Typology and an Agenda for Managers and Academics.,” <i>Technovation</i>,
    vol. 32, no. 2, pp. 133–143, 2012.'
  mla: 'Schumann, Jan H., et al. “Technology Mediation in Service Delivery: A New
    Typology and an Agenda for Managers and Academics.” <i>Technovation</i>, vol.
    32, no. 2, Elsevier, 2012, pp. 133–43.'
  short: J.H. Schumann, N. Wünderlich, F. Wangenheim, Technovation 32 (2012) 133–143.
date_created: 2018-11-16T09:43:45Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        32'
issue: '2'
keyword:
- Services
- Remote services
- Self-services
- Technology mediation
language:
- iso: eng
page: 133-143
publication: Technovation
publication_status: published
publisher: Elsevier
status: public
title: 'Technology Mediation in Service Delivery: A New Typology and an Agenda for
  Managers and Academics.'
type: journal_article
user_id: '37741'
volume: 32
year: '2012'
...