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Service Excellence by Ruth N. Bolton

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CHAPTER 2

New Challenges: Technology and New Media

Organizations must pay special attention to the role of technology and new media in the customer experience. Today, technologyenabled services are pervasive in relationships between organizations and their customers. Consumers use online banking services, digital services (music), location-based services (parcel tracking), mobile services (car telematics), and “smart” services (home security). Businesses use digitally delivered services (system support), network services (file sharing services), and cloud services enabled by a shared pool of configurable computing resources. Moreover, interactive services are pervasive in both consumer and business interactions. “Interactive services” refers ...

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