Technology Trends in Services

 Increase in Self-Service
 Reduces labor costs
 Speeds up service

 Decrease in the Importance of Location

 Lower costs for delivery of products and services
increases remote points of access and reduces the
need for specific service locations
Technology Trends in Services

 Increase in Disintermediation
 Technology brings buyers and sellers closer
together, eliminating intermediate steps or
organizations.

 Integration Benefits
 Efficiency in operations
 Effectiveness in serving customers
 Technology Trends in Services

Increased efficiency
 Economies of scale in consolidating operations.
 Reduced labor costs through replacement of manpower and
increased labor productivity.
 Categories of E-Services
Category Function
Internet World-wide web presence with open access to all.

Intranet Internal network providing limited access

by individuals within an organization.

Extranet A resource-limited network open only to

specified internal and external users

Electronic Data Interchange A network designed to support the

(EDI) exchange of data between the
organization and its vendors and suppliers.

Value-added network (VAN) A third party service that is used in conjunction

with EDI to provide the link to customers and
suppliers.
The Role of the Internet, Intranet,
Extranet and EDI in an Organization

Automation in Services
 Fixed sequence (F)
 Variable sequence (V)
  Playback (P)
 Numerical controlled (N)

 Intelligent (I)
 Expert system (E)
 Totally automated system (T)
Broad Categories Specific Service Types

Business-to-Consumer (B2C) E-tailers (Goods and Services)

Consumer-to-Consumer (C2C) Customer Support

Business-to-Business (B2B) Network Providers

Government-to-Business (G2B) Information Providers

Government-to-Consumer Application Service Providers

(G2C) (ASPs)

Types of E-Services
Technology Issues
 Overcoming Barriers to Entry (Customer)
 “Fear of the unknown”
 Lack of knowledge by the customer
 Training and Support
 Worker skill development through hands-on
training in the new technology.
 Customer familiarization with technology.
Thank You