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Critical Thinking Disintermediation is becoming more commonplace in the service industry, often eliminating a customer's interaction with, for example, bank tellers or supermarket clerks. How does this lack of interac- tion affect the customer's experience? How does this lack of interaction affect a firm's ability to provide su- perior customer service?

Critical Thinking Disintermediation is becoming more commonplace in the service industry, often eliminating a customer's interaction with, for example, bank tellers or supermarket clerks. How does this lack of interac- tion affect the customer's experience? How does this lack of interaction affect a firm's ability to provide su- perior customer service?

Management, Loose-Leaf Version
Management, Loose-Leaf Version
13th Edition
ISBN:9781305969308
Author:Richard L. Daft
Publisher:Richard L. Daft
Chapter9: Managerial Decision Making
Section: Chapter Questions
Problem 3OTJVC
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Critical Thinking Disintermediation is becoming more commonplace in the service industry, often eliminating a customer's interaction with, for example, bank tellers or supermarket clerks. How does this lack of interac- tion affect the customer's experience? How does this lack of interaction affect a firm's ability to provide su- perior customer service?
Transcribed Image Text:Critical Thinking Disintermediation is becoming more commonplace in the service industry, often eliminating a customer's interaction with, for example, bank tellers or supermarket clerks. How does this lack of interac- tion affect the customer's experience? How does this lack of interaction affect a firm's ability to provide su- perior customer service?
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