Service ops mgt Week3_Session1_Services Management-1

Service ops mgt Week3_Session1_Services Management-1 -...

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Unformatted text preview: 2-1Click to edit Master subtitle styleService Operations ManagementInstructor: Manpreet HoraOffice: Room 4252Phone: 404-385-3465Email: manpreet.hora@mgt.gatech.edu2-2Agenda: Week 3, Session 1Recap of last weekTechnology-based Service Delivery2-3Resources: Inputs and OutputsPhysical resourcesOrganizational SystemsTechnology and InformationDelivery SystemCustomer ValueService Quality2-4Resources: Inputs and OutputsPhysical resourcesOrganizational SystemsTechnology and InformationDelivery SystemCustomer ValueService Quality2-5Learning ObjectivesDescribe the five roles of technology in the service encounter.Give industry examples of the evolution of self-service from human contact, to machine assisted, to electronic service.Describe the eight uses of web sites.Describe and differentiate the eight generic E-business models.Explain what is meant by scalability an how its is relevant to E-commerce.2-6Role of Technology in the Service EncounterTechnologyTechnologyTechnologyTechnologyTechnologyCustomerCustomerServerServerServerServerServerCustomerCustomerCustomerD. Technology-MediatedService EncounterE. Technology-GeneratedService EncounterA. Technology-FreeService EncounterB. Technology-AssistedService EncounterC. Technology-FacilitatedService Encounter2-7Evolution of Self-serviceService IndustryHuman ContactMachine Assisted Internet FacilitatedBankingTellerATMOnline bankingGroceryCheckout clerkSelf-checkout stationOnline order/ pickupAirlinesTicket agentCheck-in kioskPrint boarding pass RestaurantsWait personVending machineOnline order/ delivery Movie theaterTicket saleKiosk ticketingPay-for-viewBook storeInformation clerkStock-availability terminalOnline shoppingEducationTeacherComputer tutorialDistance learningGamblingPoker dealerComputer pokerOnline poker2-8Self-service Technologies (SST) Challenges...
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Service ops mgt Week3_Session1_Services Management-1 -...

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