This website uses cookies to ensure you have the best experience. Learn more

Technology And The Customer Role Essay

1975 words - 8 pages

BSAD 431" Technology and the customer role"IntroductionIn Canada, the service industry contributes significantly to Gross Domestic Product (GDP) and creates employment. Services are unique due to the quality of inseparability in production and delivery taking place simultaneously. More importantly, it is during this stage that the customer participates in the service process by contributing effort or information, making the customer an important part of the process. In recent years, service providers faced with high labour costs have considered alternative methods of service delivery. These alternative methods usually require the customer to participate in the service process more. Also, ...view middle of the document...

In opposition Bateson argued that customers participate in the service process merely to feel "in control" of activities (Bateson, 1985). "Customer participation is central to services marketing due to its proven positive relationship with the evaluation of perceived service quality and willingness to stay with the service provider" (Cermak, 1994). Perceived service quality is the outcome of an evaluation process where consumers compare their expectations with the service they perceived they have received."Service encounters are now conceptualized as the dynamic relationship between employees, customers, and technology" (Bitner, 2000). Accordingly customer encounters can now be classified according to their technology based delivery mode (Dabholkar, 1994). The growing implementation of technology in services may be advantageous to both the provider and the recipient. Increased opportunities for flexibility, customization, recovery, and spontaneous customer delight have been identified as the main drivers of customer satisfaction influenced by the new technologies (Bitner, 2000). Other advantages are the possibilities to develop new innovative service strategies, higher consistency in the delivery of standardized services, lower costs, and an increase in customer choice (Heim and Sinha, 2000). In addition to outcome related factors, customer evaluations of technology based services may also depend on the customer's role in the service delivery process (Dabholkar, 2000). In case of a traditional after sales service, a service employee might visit the customer for example for servicing or repairing an appliance. The customer's role in this situation remains fairly passive, customer participation will be low and service quality performance will be the main determinant of customer satisfaction. With the development of technology, however, customers become more involved in the service delivery process. Services are now often initiated and delivered by customers themselves, without direct or indirect contact with a service representative (Barnes, 2000). In banking food, traveling, brokerage and many other godds and service industries successful self-service business models have already been developed. One of the consequences of increased customer participation may be that satisfaction is increasingly based on the customer's attitude towards the technology employed. Barnes questions the receptivity of consumers to new technologies in his research (Barnes, 2000). Dabholkar has been able to successfully demonstrate that SST's due influence overall service evaluations (Dabholkar, 2000).Banking Industry (SST )Human interaction (between client and provider) is a special feature ofservices marketing that is being challenged due to self-service technology,especially in the banking industry. Banks face the increasing challenge of restructuring and fine tuning their retail delivery systems to facilitate self-service. Chief components of restructuring include...

Other Papers Like Technology And The Customer Role

The Effects of Employee Satisfaction on Productivity, Performance, Customer Satisfaction and the Organization Financial Performance

1958 words - 8 pages Executive Summary According to modern scientific management theories, Employee satisfaction, Productivity, Performance, Customer satisfaction and the organization financial performance are interlinked. Any changes caused to any one of the above parameters may have strong impacts upon other parameters. Even though an organization may have lot of resources, human resources or the employees seem to be the most vital one because of the necessity of

The Impact of Technology and Online Communities

910 words - 4 pages The impact of technology and online communities The importance of social media in today’s generation is really significant, and because of its influence, it is recognized as an excellent marketing tool and could help businesses in building an online presence. Social media paved the way for the evolution of social relations and of people’s interaction. Nowadays, people seem to do everything online: making friends, watch movies, and even transact

Technology And The Future, Who's In Control?

787 words - 4 pages Technology significantly shapes the way we live today, and is no less of a significant influence than religion or government for determining how we will live tomorrow. The interesting aspect about the influence of technology is that it is controlled by a much larger group of 'leaders' than religion or government. These 'leaders' include both individuals and businesses, together known as the consumer. The consumer controls what will be on the

Information Technology and the Effective Leader

1724 words - 7 pages Information Technology and the Effective Leader Kaitlyn Wentz The University of Akron Abstract The focuses of this paper are the attributes necessary to be an effective leader through information technology (IT). The paper is based from research of an analysis of empirical research by James N. Danziger and Kim Viborg Andersen, an article by Akhlaque Haque, and other in-course readings. The introduction focuses on the leader and the

The 3d Party Doctrine and Technology

1325 words - 6 pages precluded the exclusionary rule because acquiring the pen register was not a search. Contemporary concerns with attributing the third party doctrine to modern technology is best illustrated by two cases on point where State Court and Federal Courts depart slightly. Where law enforcement officers placed a GPS tracking system on a defendant’s vehicle without first obtaining a warrant, and in the absence of a justified exception to the warrant

Customer-Facing Supply Chain Practices -- the Impact of Demand and Distribution Management on Supply Chain Success

1416 words - 6 pages Citation: Rexhausen, Daniel, Richard Pibernik, and Gernot Kaiser. "Customer-Facing Supply Chain Practices -- The Impact of Demand and Distribution Management on Supply Chain Success." Journal of Operations Management 30.4 (2012): 269-81. Print. Research Classification: The authors of this research performed an empirical based study and outlined three objectives to their study: 1. …to provide empirical evidence of whether or not demand

Sustainability And The Role Of Themanagement Accountant

7421 words - 30 pages Sustainability and the role of the management accountant Research executive summary series Volume 7 | Issue 14 Associate Professor Eva Collins, Professor Stewart Lawrence Professor Juliet Roper, Associate Professor Jarrod Haar Waikato Management School, University of Waikato Key findings: • Our research has shown that companies need to have management accountants in strategy-setting roles in order to achieve the best sustainability

The Role and Function of Law

763 words - 4 pages The Role and Function of Law Law plays of significant role in the operation of a successful business and society. One of the characteristics of law is that is “creates duties, obligations, and rights that reflect accepted views of a given society” (Melvin, 2011, pg. 4). Law also helps businesses resolve disputes that have to do with the rights of the business and citizens (Melvin, 2011, pg. 4). Obtaining an understanding of the legal system

Sustainability And The Role Of Management Accounting

1286 words - 6 pages 1 SUSTAINABILITY AND THE ROLE OF MANAGEMENT ACCOUNTING 1 SUSTAINABILITY AND THE ROLE OF MANAGEMENT ACCOUNTING Traci Buxton French Salem International University ABSTRACT: A majority of CEO’s at large international companies consider sustainability efforts to be a high priority development item on corporate agendas, yet less than 30% of companies actively seek new capital investment opportunities in this area (McKinsey, 2010, para. 1

The Industrial Revolution: Textiles and Their Role

992 words - 4 pages production. There was also a reliance on new resources (such as sugar, timber, furs, cotton, and coal), labour forces (growing population, Irish immigrants, women, and children), and sources of capital to produce a greater economic output. However, these increased inputs cannot explain the increase in output and national wealth. This unaccounted for increase can be attributed to technology, which changed the efficiency with which inputs were being

The Role and Function of Law

844 words - 4 pages The Role and Functions of Law LAW/421 6/14/2015 Dr. William Anderson . My student smiled nervously over her order pad as she waited for my table to finish ordering. She was a nice young girl whom I had been teaching for a few months through a university that provided student visas to people who were pursuing studies in English-as-a-second-language. Part of the requirement, however, was that students only work for the

Related Essays

Technology Park And There Role In National Development In Pakistan

708 words - 3 pages contrast the two wedding ceremonies described. How can police give us traffic education? What is the role of students in the progress of our country? What is the importance of Lok Mela? 10 (viii) What is meant by mutual co-operation? SECTION- II Q.No.3. Translate the following paragraph into Urdu. 8 Hazrat Ayesha (R.A) had a splendid quality of oration. Her services to promote the knowledge and Islamic Jurisprudence have few parallels in the

Technology And The Dyslexic Student Essay

2366 words - 10 pages Technology and the Dyslexic Student Scott Stockinger Western Governors University When a child is dyslexic and is trying to learn it can be very difficult to impossible. The dyslexic student may not be able to read at his/her age appropriate level and writing can even be harder. In order to read a book for a book report the student may have to read the book at a very slow pace and then have to read it again to comprehend or someone

The Role Of Technology In The Growth Of The Philippine Textile Industry

2192 words - 9 pages examine the current state of the Philippine textile industry in this context, and the role that technology plays in an industry that is struggling to survive in the face of stifling competition. The Philippines textile industry has suffered steady decline in the past several decades despite starting out strong in its early stages. This study aims to explore the potential for growth of the Philippine’s textile industry given a boost in more advanced

Mc Donald's Managing Stock To Meet Customer Needs: How Has The Role Of Restaurant Managers Changed At Mc Donald's In Relation To Stock Control Activities?

655 words - 3 pages McDonald's is a very well known brand in many countries around the world. It has its restaurants setup in around 120 countries and serves approximately 50 million people every day.McDonald's has been facing difficulties in managing its stock. This case discusses about how McDonald's used to manage its stock earlier and how its implementation of new stock management systems benefited the company.To manage stock efficiently, a balance is needed