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Technology in Service

Technology in Service

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Published by Lokesh Natoo

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Published by: Lokesh Natoo on Nov 03, 2012
Copyright:Attribution Non-commercial

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12/04/2012

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RADHAKRISHNAN B (2011B48)SATYABRATA PAL (2011B49)SENTHILKUMAR P (2011B51)
Technology in Service
Role
Role of Technology in the serviceencounter
Emergence of self-serviceModels
Example of service automation
Different internet modelsSuccess
Scalability to e-commerce
Managerial issues associated
LEARNING OBJECTIVES
 
Role of Technology in the Service Encounter
Technology Technology TechnologyTechnology TechnologyCustomer Customer Server Server Server Server Server Customer Customer Customer 
D. Technology-MediatedService Encounter E. Technology-GeneratedService Encounter  A. Technology-FreeService Encounter B. Technology-AssistedService Encounter C. Technology-FacilitatedService Encounter 
 
Role of Technology in the Service Encounter
5-3
 A Mode
Physical proximity and interaction with human service provider
Technology does not play a direct role
Hairdresser salon, Chiropractor
B Mode
Service provider has access to technology to improve quality 
MRI scan . Check in terminal
C Mode
Customer and service provider has access to technology 
Financial planner in consultation with client
D Mode
Customer and service provider are not physically together 
Restaurant reservation, Call Center, GPS
E Mode
Human service provider is replaced by technology
 ATM, airport kiosks

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