Technology in Service
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The document discusses the role of technology in service encounters and provides examples of different types of technology-mediated service. It also discusses the emergence of self-service technologies and how they have evolved to replace human services. Finally, it addresses the importance of scalability for e-commerce businesses and provides examples of different internet business models.
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To know more about Welingkar School’s Distance Learning Program and courses offered, visit:
http://www.welingkaronline.org/distance-learning/online-mba.html
This Slideshare is the sole Property of the Welingkar School of Distance Learning – Reproduction of this material , without prior consent, either wholly or partially will be treated as a violation of copyright.
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3) As economies develop, employment shifts from agriculture to manufacturing to services. Most developed countries now have over 70% of their employment in the services sector.
4) There is little academic focus on services management despite their economic importance. Not all tools suitable for manufacturing transfer well to services.
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It also covers the example relating the successful mix of communication for HOTEL MARISOL.
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1) A service is defined as an act of performance that is essentially intangible and does not result in ownership. Services can include customer service, value added to goods, and services embedded in products.
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2. Services can be categorized into four groups based on their underlying processes: people processing, possession processing, mental stimulus processing, and information processing.
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4. The marketing mix for services, known as the "7Ps", includes traditional elements as well as physical environment, process, and people. Managing the 7Ps requires collaboration between marketing, operations, and HR.
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This document defines key terms related to e-business and discusses various aspects of conducting business online. It defines e-business as businesses that utilize internet technologies, and discusses business intelligence, e-commerce, CRM, SCM, and ERP. It outlines different types of e-business models including B2B, B2C, C2C, and others. The document also distinguishes between e-business and e-commerce, describing how e-business aims to improve overall business performance through connectivity, while e-commerce focuses on online marketing, selling and buying. Finally, it discusses advantages and disadvantages of e-business, as well as examples of e-marketing activities.
(AIS5)Lesson-2-E-Business-and-Supply-Chain.pdf
The document defines key terms related to e-business including electronic business, electronic commerce, and electronic business infrastructure. It also discusses how e-business can benefit organizations through increased productivity, selection, and communication. Examples are given of how automobile manufacturers and other industries can apply e-business strategies in areas like sales, customer service, and supply chain management. Potential members of an e-commerce supply chain are also outlined.
E businessکسب و کار الکترونیکی
This document defines key terms related to e-business and e-commerce such as electronic business, electronic commerce, and computer-mediated networks. It discusses how e-business can benefit organizations through increased productivity, selection, and information availability. Examples are given of how companies like Cisco, Nike, and Dell utilize e-business applications. The document also addresses how automobile manufacturers and other industries can apply e-business and considers the potential supply chain members involved in e-commerce.
e-business-and-e-commerce.ppt
E-business involves conducting business processes over computer networks and encompasses electronic commerce. It allows for increased customization, productivity and customer service. Automobile manufacturers can apply e-business to online sales, customer service, supplier management and more. Potential benefits include more choices, higher productivity and improved communication.
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Technology in Service
- 1. Chapter 5 Technology in Service
- 3. Role of Technology Personal Care, Professional services MRI, Optometrist, Airlines Financial planner Tech call center, House arrest monitoring ATM, Web based info, checkout scanning, airport kiosks Technology Technology Technology Technology Technology Customer Customer Server Server Server Server Server Customer Customer Customer D. Technology-Mediated Service Encounter E. Technology-Generated Service Encounter A. Technology-Free Service Encounter B. Technology-Assisted Service Encounter C. Technology-Facilitated Service Encounter
- 4. Evolution of Self-service Service Industry Human Contact Machine Assisted Service Electronic Service Banking Teller ATM Online banking Grocery Checkout clerk Self-checkout station Online order/ pickup Airlines Ticket agent Check-in kiosk Print boarding pass Restaurants Wait person Vending machine Online order/ delivery Movie theater Ticket sale Kiosk ticketing Pay-for-view Book store Information clerk Stock-availability terminal Online shopping Education Teacher Computer tutorial Distance learning Gambling Poker dealer Computer poker Online poker
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