Professional Documents
Culture Documents
The chapter began with a diagram illustrating the role of technology in the service encounter providing an opportunity
for students to give examples of each mode. A similar exercise can be conducted with students giving examples of
automation in services in each of the seven categories. The discussion of E-commerce and E-business Models again
allows for student input with examples. Comparisons can be made between electronic and traditional services with
reference to the "click-and-mortar" option adopted by many existing service firms. The economics of scalability is
shown to be fundamental to the success of Internet based firms. The readiness to embrace new technology by both
customers and employees provides an understanding of the management challenge of adopting new technology. The
chapter concludes with an examination of the opportunities for RFID implementation in services.
Questions
1. From the diagram illustrating the role of technology in the service encounter, give examples of each
mode, not repeating the ones in the text.
2. Giving examples of automation in services in each of the seven categories, not repeating the ones in the
text.
3. Do the same for E-commerce and E-business Models
4. In each case, please explain the topic under discussion
5. Give a brief summary of all the other topics (no more than one paragraph, in your own words)
The explanations will be given to the class. Students will be chosen at random or you will be done in groups
(not necessarily your own)
Page 2 of 4
Page 3 of 4