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机译：在这个问题上

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Increasingly, companies are taking notice of the critical role of information technology in customer service operations. Even with recent customer service studies in the service operations, information technology, and marketing disciplines, it is still unclear how service personnel and new communication technologies interact to influence the customers' perceptions of the service being provided. As new communication technologies such as Internet-based customer service become more widespread, managers need to better understand how to make staff allocation and staff training decisions when multiple channels are available for service delivery. Understanding their customers' perspective on different technologies and customer service roles can assist managers in making appropriate customer service technology investments. In "Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction," Craig Froehle undertakes an exploratory study of the interaction between media richness, customer service representative characteristics, and their influences on customer satisfaction. Using a large-sample customer survey data set, Froehle examines telephone, e-mail, and online-chat technologies and considers the impact of six customer service representative characteristics. Froehle's study represents research at the interfaces of business functions, and implies that information technology, marketing, and service operations researchers need to leverage synergies in their disciplines to address the complex decisions managers face in the service industries.
机译：公司越来越多地注意到信息技术在客户服务运营中的关键作用。即使对服务运营，信息技术和市场营销学科进行了最新的客户服务研究，仍不清楚服务人员和新的通信技术如何相互作用以影响客户对所提供服务的看法。随着基于Internet的客户服务等新的通信技术变得越来越普及，管理人员需要更好地了解在有多个渠道可提供服务时如何进行人员分配和人员培训决策。了解客户对不同技术和客户服务角色的看法可以帮助经理进行适当的客户服务技术投资。 Craig Froehle在“服务人员，技术及其在影响客户满意度方面的相互作用”中，对媒体丰富度，客户服务代表特征及其对客户满意度的影响之间的相互作用进行了探索性研究。使用大量样本的客户调查数据集，Froehle检查了电话，电子邮件和在线聊天技术，并考虑了六个客户服务代表特征的影响。 Froehle的研究代表了对业务功能接口的研究，并暗示信息技术，市场营销和服务运营研究人员需要利用其学科中的协同作用来解决管理人员在服务行业中面临的复杂决策。

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