Interaction Systems for Smarter Service Engagements

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The service sector represents approximately 71% of the Canadian economy and is the fastest growing in most developed markets. Even non-service organizations are adding significant service components to their business yet struggle to attain profit margins similar to those in other parts of their business. This research is timely and of critical strategic importance for the future Canada because our economic development increasingly depends on advances in and sustainability of service organizations. Contributions of this research are expected to impact the global competitiveness of service organizations by providing novel and innovative smart interaction systems to enhance the effectiveness of service engagements and service client experiences.