A service encounter where technology helps create and deliver the service in total or in part. Concept Introduction: Hard Technology: It includes equipment and devices which help in performing different tasks in order to create and deliver desired goods or services to the customers. Example: barcode scanner, sensors, computer and RFID, etc. Soft Technology: It includes the application of computer science, databases, internet to acquire information and analyze the information to create and deliver desired goods or services to the customers. Example: voice recognition system, artificial intelligence and program database.

Question

Want to see the full answer?

Answer 1

Question

Chapter 4, Problem 3PA

Summary Introduction

Interpretation: A service encounter where technology helps create and deliver the service in total or in part.

Concept Introduction:

Hard Technology: It includes equipment and devices which help in performing different tasks in order to create and deliver desired goods or services to the customers. Example: barcode scanner, sensors, computer and RFID, etc.

Soft Technology: It includes the application of computer science, databases, internet to acquire information and analyze the information to create and deliver desired goods or services to the customers. Example: voice recognition system, artificial intelligence and program database.

Expert Solution & Answer

Want to see the full answer?

Check out a sample textbook solution

See solution

Students have asked these similar questions

In many instances, "other customers" are present in the service environment and can affect the nature of the service outcome or process. List and discuss four ways that "other customers" can adversely affect the service delivery at a musical concert. Explain.

List and describe eight unique aspects of the services, and discuss how they affect the design process as a whole.

Explain the concept of service design thinking and its application in creating customer-centric services.