Technology-driven service strategy
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A technology-driven approach to positioning a firm's strategy along the dimensions of standardization-personalization and transaction-relationship has been proposed.
“Huang and Rust (2017) propose a technology-driven approach to positioning a firm ' s strategy along the dimensions of standardization -personalization and transaction -relationship.”
From A strategic framework for artificial intelligence in marketing (2021) · cites this paper as Huang and Rust (2017)
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Artificial intelligence in service
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Huang, M.-H., & Rust, R. T. (2021) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00749-9 · Cited by 2,059 · see citing works
“Huang and Rust (2017) propose a technology-driven approach to positioning a firm ’ s strategy along the dimensions of standardization – personalization and transaction – relationship.”
BackgroundSelf-citationEngaged to a Robot? The Role of AI in Service
Huang, M.-H., & Rust, R. T. (2021) · Journal of Service Research · doi:10.1177/1094670520902266 · Cited by 1,185 · see citing works
Self-citationNovak, T. P., & Hoffman, D. L. (2019) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-018-0608-3 · Cited by 332 · see citing works
Corporate digital responsibility in service firms and their ecosystems
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Thomaz, F., Salge, C., Karahanna, E., & Hulland, J. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00704-3 · Cited by 204 · see citing works
“…(Claycomb & Martin, 2001), since it increases sales ’ leads, customer acquisition and retention (Bojei et al., 2013; Sahni, Wheeler, & Chintagunta, 2018), firm profit, customer satisfaction, and enables the discovery of novel consumer needs and preferences (Arora et al., 2008; Huang & Rust, 2017).”
BackgroundEmerging technologies and analytics for a new era of value-centered marketing in healthcare
Agarwal, R., Dugas, M., Gao, G. (., & Kannan, P. K. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00692-4 · Cited by 175 · see citing works
- Authors
- Huang, M.-H., & Rust, R. T.
- Affiliations
- National Taiwan University (TW)
- University of Maryland, College Park (US)
- Corresponding author
- Huang, Ming-Hui
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2017-06-05
- Volume
- 45
- Issue
- 6
- Pages
- 906-924
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W2622762743
- Cited by
- 263
- References
- 107
- Citations by year
- 2026: 21 · 2025: 35 · 2024: 29 · 2023: 48 · 2022: 31 · 2021: 39 · 2020: 33 · 2019: 19 · 2018: 6 · 2017: 2
- FWCI
- 29.70
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of the Academy of Marketing Science (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Keywords
- service strategy, customer lifetime value, consumer heterogeneity, personalization, relational services, technological capabilities, strategy typology, positioning map, customer relationships
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