Bank of America PowerPoint

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

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

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 ...
View Full Document

This note was uploaded on 01/25/2011 for the course MGT 4366 taught by Professor Hora during the Spring '10 term at Georgia Tech.

Ask a homework question - tutors are online