Professional Documents
Culture Documents
Productivity
Productivity
Service
Quality
+
+ +
Outputs
[Sales, Profits, Market
Share, etc.]
Outputs
[Service Performance,
Satisfaction, etc.]
+
33
Typology of Service Enhancements Typology of Service Enhancements
Impact on Svc. Productivity: Co. Perspective
F bl U f bl Favorable Unfavorable
Favorable
Impact on Svc
Win-Win
Unaffordable
Impact on Svc.
Productivity:
Customer
Perspective
Unfavorable
Perspective
Short-sighted Dumb
Professor A. Parasuraman; not to be reproduced or disseminated without permission 34
Sources of Additional Information
www.technoreadymarketing.com
Parasuraman, A. (2000), Technology Readiness
Index (TRI): A Multiple-Item Scale to Measure
Readiness to Embrace Newtechnologies J ournal of
Professor A. Parasuraman; not to be reproduced or disseminated without permission 35
Readiness to Embrace New technologies, J ournal of
Service Research, (May), pp. 307-321
A Request
Please consider the J ournal
of Service Research as your
first-choice publication outlet for
your best-quality service
research!
Email: jsr@miami.edu
Website: http://jsr.sagepub.com
Professor A. Parasuraman; not to be reproduced or disseminated without permission 36
Thank You!