Services Relationship Marketing/Module 7

TOPIC

Technology in Customer Service

Weekly Objective

Learning Goals: LO1, L04

Activity/Scaffolding

Group Project Document Outline

Research listed in the discussion thread (below)

Activity/Deliverable

Group Project work/ Mystery Shop instrument development (Provide the instructor a copy of what you will use to measure when you visit the Mystery Shop location)

Discussion: Students are invited to use provided links (below) or do their own research to address "Has technology helped or hurt customer service?" as the discussion prompt. What changes really occurred related to customer service when innovative technologies like computers, cell phones, automated checkouts, points of service systems, and tablets became commonplace in everyday business.

• • If students are comfortable talking about a time when you can remember customer service without certain technologies, they are invited to discuss.

Has it helped or hurt customer service?

Related research

Four Ways Technology Hurts, Not Helps Us (2012)

How Technology Could Help or Hurt Your Business (2018)

When Technology Hurts the Entrepreneur: Companies Cut Checks to People Not Computer Screens (2013)