Chapter 4 Flashcards
What are some of the challenges of adopting new technology?
The Process is the Product
Back Office vs Front Office Changes
The Nature of the Technology
E.g. bar code scanners vs. word processors
Need for Standardization
What are some concepts concerning self service technology?
Do our customers follow a predictable pattern
of adoption?
How will we measure self-service quality (e.g.,
ease of use, enjoyment, and/or control)?
What is the optimal mix of SST and personal
service?
What do we lose when we lose the human
interaction?
How does Disruptive Technological Change affect the service industry?
Existing businesses are typically aware of technology but do not implement
New businesses start at edge of market
Old businesses rarely survive
How do Economics of Scalability affect changes in the service industry?
Information vs goods content of service package
Degree of customer contact
Standardization vs customization
Shipping and handling costs
Cost of after sales service
Facebook offers a service how does the network effect help them?
Each member adds incremental value to all of the other members.
Bigger networks become more valuable, attracting more members.
