Cited by 263Service and Product InnovationCustomer Service Quality and LoyaltyAI in Service Interactions

Technology-driven service strategy

Huang, Ming-Hui, Rust, Roland T.·2017·Journal of the Academy of Marketing Science

Integrity signals

Registry

Crossref · 10.1007/s11747-017-0545-6

Cites

107 of 107 references verified0 citation errors · 0 not checkable

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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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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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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

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