Thematic elements underlying the delivery of services in high-contact public service encounters

Abstract

Earlier research alludes to the fact that enhanced information and systems (IS/IT) functionalities coupled with a lower degree of interaction with customers, the so-called zero- touch, real- time, self-service enhance services engagement. In this article, utilising a series of thematic elements drawn from two exploratory case studies, the authors suggest that the real enhancement of service delivery and increase in customer satisfaction, especially in frontline public service encounters, are not necessarily achieved through infusions of IS/IT, but from the adoption of a service philosophy which allows such organisations to de-emphasise IS/IT and instead focus on significant organisational factors in the area of enhanced human interaction.

Keywords:

• service delivery
• information systems
• high-contact
• public service

Notes

Note

1. As part of Case Study One, 27 interviews were conducted, although we report on two which are specific to this study. Similarly, four interviews were conducted in Case Study Two, although one specific to this study is reported upon.