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中文摘要：
随着信息技术在服务接触中的应用,自助服务技术已经成为服务企业实施服务传递的一个新的重要形式。纵观国内外自助服务技术的研究成果,发现有关该主题的探讨刚刚起步,还有很多内容有待营销学者们继续深入研究。通过系统梳理自助服务技术文献,将对其理论溯源、国外重要研究成果和国内研究现状进行述评,最后提出自助服务技术进一步可能的研究方向。
英文摘要：
As information technologies have been widely used in the service encounter,self-service technologies have become an important way of service delivery.Based on the review of domestic and foreign studies on self-service technologies,we find that the research on the subject is just at the beginning stage and needs further devotion by marketing experts.By systematically combing the literatures of self-service technologies,this study elaborates the theoretical origin and the important domestic and foreign researches on self-service technologies.Finally,the paper proposes possible directions of self-service technologies for further research.
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