To reduce the importance of the customer-employee interaction, service firms look for methods of automating their service through the use of machines, computers, or other technology.

Question

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To reduce the importance of the customer-employee interaction, service firms look for methods of automating their service through the use of machines, computers, or other technology that does not require a person to actually perform the service or that portion of the service.

To Reduce the Importance of the Customer-Employee Interaction, Service Firms