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M. J. Bitner, S. W. Brown, and M. L. Meuter, “Technol-ogy infusion in service encounters,” Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 138–149, 2000.

has been cited by the following article:

• TITLE: The Development of Services in Customer Relationship Management (CRM) Environment from ‘Technology’ Perspective

  AUTHORS: Gaurav K. Agrawal, Daniel Berg

  KEYWORDS: Service Systems, Service Hierarchy, Customer Relationship Management, Service Development, Technology Complexity

  JOURNAL NAME: Journal of Service Science and Management, Vol.2 No.4, December 15, 2009

  ABSTRACT: The service sector is receiving much deserved attention resulting from its inevitable role in a country’s economic de-velopment. Despite all the efforts gaps such as the relationship between technological advances and service development are yet to be revealed from the perspective of new applications that organizations want to develop and implement. This paper explores opportunities using a comprehensive model (and CRM, as an example) that can be used to extend the research relating service development to the technology development aspects of the market.