Technology and service

1. Technology-Based Service Offerings

E. booking a room at a hotel, and making

dinner booking.

2. new ways to deliver service.

E. Technology facilitate

(i) basic customer service function

(e.g. bill paying, order track),

(ii) transaction (both retail and b2b) and

(iii) learning and information seek.

3. Enabling Both Customers and Employees.

E. through social media, customer and company

can communicate and collaborate with each other.

4. technology the global reach of services.

E. Company can reach out to customers

around the globe in (ways not possible before).

5. Some outcomes may be negative.

E. customer concern about privacy and confidentiality

raise (major issues) for firms.

Which gaps hardest

is the hardest to close because it require

coordination of all of the human resources

issues in a company—training, incentives,

communication, hiring, teamwork, and

empowerment. Changing any one of these

is difficult but changing them all, and

getting them coordinated with each other,

is extremely challenging.