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Bank of America PowerPoint - Erin Shope ∙ Brandie Justice...

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Unformatted text preview: Erin Shope ∙ Brandie Justice ∙ Brian Bailey Erin Caitlin Vodopia ∙ Michael Fuentes ∙ David INTRODUCTION INTRODUCTION OVERVIEW OVERVIEW ROLE OF TECHNOLOGY ROLE ROLE OF TECHNOLOGY ROLE Technology Technology Technology Customer Server Customer Server Customer Server A. Technology-Free Service Encounter B. Technology-Assisted Service Encounter C. Technology-Facilitated Service Encounter Technology Technology Customer Server Customer Server D. Technology-Mediated Service Encounter E. Technology-Generated Service Encounter SERVICE PROCESS MATRIX SERVICE Degree of Interaction and Customization Low High Service Factory Service Shop * Airlines * Hospitals Low * Trucking * Auto repair * Hotels * Other repair services * Resorts and recreation Degree of Labor I Mass Service Professional Service ntensity * Retailing * Doctors High * Wholesaling * Lawyers * Schools * Accountants * Retail banking * Architects COMPARISONS COMPARISONS COMPARISONS COMPARISONS PROS/CONS OF EXPERIMENTAL BANKS PROS/CONS PROS/CONS OF EXPERIMENTAL BANKS PROS/CONS RECOMMENDATIONS Erin Shope ∙ Brandie Justice ∙ Brian Bailey Erin Caitlin Vodopia ∙ Michael Fuentes ∙ David ...
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