Technology in Services

We will consider FIVE modes of Service Encounter 1. No Technology 2. Technology Assisted 3. Technology facilitated 4. Technology Mediated 5. Technology Generataed

No Technology
1. Customer is in physical proximity and close contact with the service provider Personal care and professional services such as law, consulting, psychiatry

2. Technology Assisted The provider has access to technology to improve quality of service Airline reservations, MRI Scans etc.

3. Technology facilitated Both customer and provider have access to technology Designers, architects submitting proposals to the customer for approval, editing etc.

 4. Technology Mediated The customer and provider are not physically together Hotel reservations by phone, GPS to guide, monitor movement and facilitation

 5. Technology generated The human service is completely replaced by technology ATMs, checkout scanning, Web-site based information services

1. 2. 3. 4. 5.

Automation in services F. Fixed sequence - the service is programmed for one fixed service V. Variable sequence change of information by the customer generates different actions P. Playback The machine performs from memory what was done by a human Numerically controlled programming and reprogramming can be done easily. Intelligent An equipment will have sensors to respond to detect changes and perform

 Expert System An inference engine used for following decision rules and knowledge base diagnose problems and offer solutions Totally Automated System A numbers of machines and computers deliver the service