服务管理：运作、战略与信息技术原书第7版教学课件ppt作者美）詹姆斯A菲茨西蒙斯JamesAFitzChap005课件.pptVIP

Technology in Services Learning Objectives Describe 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. Describe the managerial issues associated with the adoption of new technology. Role of Technology in the Service Encounter Evolution of Self-service Self-service Technologies (SST) Challenges Does