EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 4, Problem 3PA
Summary Introduction
Interpretation: A service encounter where technology helps create and deliver the service in total or in part.
Concept Introduction:
Hard Technology: It includes equipment and devices which help in performing different tasks in order to create and deliver desired goods or services to the customers. Example: barcode scanner, sensors, computer and RFID, etc.
Soft Technology: It includes the application of computer science, databases, internet to acquire information and analyze the information to create and deliver desired goods or services to the customers. Example: voice recognition system, artificial intelligence and program database.
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