DESIGNING HIGH‐CONTACT SERVICE SYSTEMS: APPLICATION TO BRANCHES OF A SAVINGS AND LOAN*
扩展了客户接触模型，针对高接触服务系统提出四个设计要素（接触技术、接触培训、数据库、接触角色）及简单设计方法，并在储蓄贷款分支机构中演示应用，对服务运营和金融管理有参考价值。
ABSTRACT The customer‐contact model represents one of the few conceptually based approaches for designing service systems. This paper develops that concept further for high‐contact systems, relative to efficiency and effectiveness notions. Four design features (contact technologies, contact training, data bases, and contact roles) are developed and a simple design methodology (built around the four design features) is presented. A demonstration of the design methodology is provided through its applications to branches of a savings and loan. Areas for additional theoretical and practical refinement of the model and the desirability of multidisciplinary research are discussed.