Ghosts in the Machine: How Marketing and Human Capital Investments Enhance Customer Growth When Innovative Services Leverage Self-Service Technologies

Saldanha, Terence JV; Kathuria, Abhishek; Khuntia, Jiban; Konsynski, Benn R

Ghosts in the Machine: How Marketing and Human Capital Investments Enhance Customer Growth When Innovative Services Leverage Self-Service Technologies

journal contribution

posted on 2025-04-22, 23:27 authored by Terence JV Saldanha, Abhishek Kathuria, Jiban Khuntia, Benn R Konsynski

Practice and Policy Abstract

History

Journal

Information systems research

Volume

33

Pagination

76-109

Location

Catonsville, MD

Open access

No

ISSN

1047-7047

eISSN

1526-5536

Language

eng

Publication classification

C1.1 Refereed article in a scholarly journal

Issue

1

Publisher

Institute for Operations Research and Management Sciences

Publication URL

https://doi.org/10.1287/isre.2021.1006

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Keywords

Clinical Research 9 Industry, Innovation and Infrastructure self-service technologies IT-enabled services business value of IT marketing human capital credit unions innovation firm performance

Ghosts in the Machine: How Marketing and Human Capital Investments Enhance Customer Growth When Innovative Services Leverage Self-Service Technologies

History

Journal

Volume

Pagination

Location

Open access

ISSN

eISSN

Language

Publication classification

Issue

Publisher

Publication URL

Usage metrics

Categories

Keywords

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