Identify and describe a service encounter where technology helps create and deliver the service in total or in part.
answer-
Service encounter is the point where customers comes into contact with any aspect of the organization and gets impression of its service. this can be face to face encounter or remote encounter. but the main thing is that customers get the service what they want from the service organization.
i would discuss about a service organization which we all know banking organization where service encounter can be seen at many points but i would want include the role of technology in which service given by bank to customers is totally based on technology and total service is delivered by the technology.
The technology which helps customers to get needed services is ATM. This is a good example of a service encounter where technology helps create and deliver the service in total or in part. with ATM, customers can take cash, can change their CARD pins, can get their accounts information.ATM is the product of technology which we can not deny. another example can be said internet banking app in which we can transfer funds, request funds, pay for online shopping etc.
*hope above answer would help you.
Identify and describe a service encounter where technology helps create and deliver the service in total...
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