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Publication Type
Conference Proceedings
UWI Author(s)
Author, Analytic
Crick, Anne P
Author Role
n/a
Author Affiliation
Department of Management Studies
Paper/Section Title
Psuedo-relationships-The use of mass customized techniques in personalized service: A case study oof entertainment coordinators
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Editor/Compiler
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Proceedings Title
2nd Interdisciplinary World Congress on mass and personalization
Date of Meeting
October 6-8, 2003
Place of Meeting
Munich, Germany
Place of Publication
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Publisher Name
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Date of Publication
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Date of Copyright
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Volume ID
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Location in Work
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Series Editor
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Series Editor Role
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Series Title
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Location/URL
http:; www.mcpc2003.com/mcpc03proc.pdf
ISBN
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Notes
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Abstract
Organizations are increasingly offering personalized service relationships as a way of connecting with customers and of differentiating their products and services from those of competitors. Relationships are expensive to deliver however so organizations often try to substitute pseudo-relationships which allow them to minimize costs while appearing to be meeting customer needs for relationships. This paper examines one case in which this was done and highlights the challenges to the employees who were expected to engage in pseudo-relationships. It concludes with implications for similar roles in other contexts.....
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