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- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 0887-6045
- DOI
- 10.1108/08876049110035611
- Publisher site
- See Article on Publisher Site
Abstract
Explores the application of expert systems in the field of servicesmarketing. Describes the basics of the technology along with severalhypothetical systems. Concludes with a brief examination of costs versusbenefits, system design and implementation issues, together with thepotential for other artificial intelligence technologies to contributeto the management of services marketing. Notes that advancedapplications such as expert systems will dramatically change thecompetitive landscape of the future.
Journal
Journal of Services Marketing – Emerald Publishing
Published: Mar 1, 1991