OVERVIEWThe chapter began with a diagram illustrating the role of technology in the service encounter providing an opportunity for students to give examples of each mode. A similar exercise can be conducted with students giving examples of automation in services in each of the seven categories. The discussion of E-commerce and E-business Models again allows for student input with examples. Comparisons can be made between electronic and traditional services with reference to the "click-and-mortar" option adopted by many existing service firms. The economics of scalability is shown to be fundamental to the success of Internet based firms. The readiness to embrace new technology by both customers and employees provides an understanding of the management challenge of adopting new technology. The chapter concludes with an examination of the opportunities for RFID implementation in services. Questions1. From the diagram illustrating the role of technology in the service encounter, give examples of each mode, not repeating the ones in the text.

2. Giving examples of automation in services in each of the seven categories, not repeating the ones in the text.

3. Do the same for E-commerce and E-business Models

4. In each case, please explain the topic under discussion

5. Give a brief summary of all the other topics (no more than one paragraph, in your own words)

The explanations will be given to the class. Students will be chosen at random or you will be done in groups (not necessarily your own)

CHAPTER QUIZ QUESTIONS - True/False (Write True or False beside) 1. A visit to a psychiatrist would represent a technology-free service encounter. 2. Some organizations use a website for only internal communications. 3. Self service has evolved from machine-assisted to Internet facilitated. 4. In a technology-mediated service encounter the customer and server interact face-to-face. 5. The electronic E-service product dimension is defined in terms service content. 6. Electronic services share many of the characteristics of traditional services. 7. The E-service process dimension includes online and offline activities. 8. Scalability is a measure of how unit variable cost relates to transaction volume. 9. Infinite scalability can only occur when the variable cost is zero. 10. Healthcare is an example of a service that exhibits high scalability. 11. The rush for market share to cover fixed costs is an e-commerce phenomenon that is driven by the economics of scalability. 12. A high scalability firm such as Kelly Blue Book (kkb.com) requires a call centre. 13. eBay is an example of an intermediary business model. 14. Value Net Integrator is an E-business model that provides value by integrating a full range of services in one domain. 15. Convenience is a competitive differentiation feature of a traditional service as personalization is for an E-service. 16. Reliance on a computer is an advantage of online shopping. 17. Less price and selection control is a disadvantage of online shopping. 18. Radio Frequency Identification (RFID) is replacing bar coding. 19. Privacy is enhanced when using electronic services. 20. Scalability is enhanced with self-service. 21. An automatic teller machine is an example of a fixed-sequence robot. 22. An expert system can produce operations from memory that were originally executed by an expert in that particular area. 23. Radical service innovations are mostly driven by technological innovations. 24. Automated parking lot gate is an example of a fixed sequence robot. 25. High-touch services are generally immune to self-service. 26. Self-service falls into the technology-generated service encounter category. 27. Readiness to embrace new technology is a measure of how fast new technology is adopted in the marketplace.

Multiple Choice. CIRCLE the correct letter

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1. Which of the following is not a use for a website?a. To convey informationb. To process ordersc. To answer customer complaintsd. To embellish existing service

2. The most widely advertised use of the Internet is the _____________a. portal.b. online retailer.c. market maker.d. transaction enabler.

3. _________ is an example of variable sequence (V) service automaton.a. Airplane autopilotb. Telephone answering machinec. Automatic tell machine (ATM)d. Electronic funds transfer

4. Which one of the following is not a feature of E-commerce?a. Personalizationb. Anytimec. Anonymityd. Convenience

5. Advantages of online grocery shopping include all but one of the following.a. Convenienceb. Saves timec. Reduces impulse buyingd. Memory trigger

6. E-service product dimensions include all but one of the following features:a. Intangibleb. Consumption and delivery are simultaneousc. Have core and auxiliary elementsd. All of the above.7. _______ brings together buyers and sellers by concentrating information.a. Virtual Communityb. Intermediaryc. Value Net Integratord. Content Provider

8. E-service process dimensions include all but one of the following features:a. Include both front-office and back-office processes b. Degree of self-servicec. Degree of customizationd. All of the above.

9. Which of the following features does not describe the advantages of traditional shopping?a. Convenienceb. Product samplingc. Social interactiond. Exposure to new items

10. Disadvantages of online grocery shopping include all but one of the following.a. Forget itemsb. Delivery feec. Reliance on personal computerd. Impulse buying

11. ___________ is an example of a shared infrastructure.a. SABRE b. GE Supplyc. 7-Eleven Japand. Monster.com

12. Which among the following is not an advantage of a traditional grocery shopping?a. Memory triggerb. Product samplingc. Safety d. Social interaction

13. Disadvantages of traditional shopping include all but one of the following:a. Time consumingb. Memory trigger c. Impulse buyingd. Safety14. Sources of revenue for e-services include all but one of the following:a. Information and adviseb. Advertisingc. Commissionsd. Technology support

15. Internet ________ shared the highest customer satisfaction score with Express Delivery.a. search enginesb. auctions c. brokeraged. retail

16. Which one of the following is not an E-business model?a. Content providerb. Online retailerc. Full-service providerd. Whole-of-enterprise

17. E-business is based on which of the following technologies?a. Addressing system of URLsb. Communications standard TCP/IPc. Personal computersd. All of the above

18. To ______ is not an organizations use for a website?a. process ordersb. convey informationc. communicate with membershipd. attract customers

19. Research on peoples reaction to technology identified all but one of the following paradoxes.a. Customization/personalizationb. Control/chaosc. Freedom/enslavementd. Engaging/disengaging

20. Which one of the following is not a dimension of scalability?a. Information vs. goods contentb. Degree of self-servicec. Cost of after-sales serviced. Shipping and handling costs

21. Self-service falls into the Technology - ______ Service Encounter category.a.Assistedb. Generatedc.Facilitatedd.Mediated