1. Technology in Service FM : Anis Gunawan,MM anisg@pmbs.ac.id
Sincere congratulations to the entire Wolverine team!
17 consecutive quarter of record revenue and earnings per share is no small feat.
Your brand portfolio is strong and covers much competitive space.
the company has not been content with its success; and is looking to leverage its brands beyond food rather than across apparel and accessories.
You have set ambitious goals for the future.

2. Role of Technology in the Service Encounter
Hotel
Role of Technology in the Service Encounter
1.Technology
2.Technology
3.Technology
Customer
Server
Customer
Server
Customer
Server
1. Technology-Free
Service Encounter
2. Technology-Assisted
Service Encounter
3. Technology-Facilitated
Service Encounter
4.Technology
5.Technology
Customer
Server
Customer
Server
4. Technology-Mediated
Service Encounter
5. Technology-Generated
Service Encounter

3. Evolution of Self-service
Service Industry
Human Contact
Machine Assisted
Internet Facilitated
Banking
Teller
ATM
Online banking
Grocery
Checkout clerk
Self-checkout station
Online order/ pickup
Airlines
Ticket agent
Check-in kiosk
Print boarding pass
Restaurants
Wait person
Vending machine
Online order/ delivery
Movie theater
Ticket sale
Kiosk ticketing
Pay-for-view
Book store
Information clerk
Stock-availability terminal
Online shopping
Education
Teacher
Computer tutorial
Distance learning
Gambling
Poker dealer
Computer poker
Online poker G

4. Self-service Technologies (SST) Challenges
Does customer adoption of self-service follow a predictable pattern?
How do we measure self-service quality (e.g., ease of use, enjoyment, and/or control)?
What is the optimal mix of SST and personal service for a service delivery system?
How do we achieve continuous improvement when using SST?
What are the limits of self-service given the loss of human interaction?

5. Classification of Service Automation
Pos
Fixed-sequence (F) - parking lot gate
Variable-sequence (V) - ATM
Playback (P) - answering machine
Numerical controlled (N) - animation
Intelligent (I) - autopilot
Expert system (E) - medical diagnosis
Totally automated system (T) - EFT

6. Technology Convergence Enabling E-Business
Internet
Global telephone system
Communications standard TCP/IP (Transfer Control Protocol/Internet Protocol)
Addressing system of URLs
Personal computers and cable TV
Customer databases
Sound and graphics
User-friendly free browser

7. Purpose of Web-sites Retail channel (Amazon.com)
Supplemental channel (Barnes & Nobel)
Technical support (Dell Computer)
Embellish existing service (HBS Press)
Process orders (Delta Airline)
Convey information (Kelly Blue Book)
Communicate with membership (POMS.org)
Play games (Treeloot.com)

8. Electronic and Traditional Services

9. Grocery Shopping Comparison

10. E-Business Models Content Provider: Reuters Direct-to-Customer: Dell
ECom
Content Provider: Reuters
Direct-to-Customer: Dell
Full-Service Provider: GE Supply Co.
Intermediary: eBay
Shared Infrastructure: SABRE
Value Net Integrator: 7-Eleven Japan
Virtual Community: Monster.com
Whole-of-Enterprise: Government
Ebay

11. Economics of E-Business
E-Com
Sources of Revenue: - Transaction fees - Information and advice - Fees for services and commissions - Advertising and listing fees
Ownership - Customer relationship - Customer data - Customer transaction

12. Adoption of New Technology in Services
Challenges of Adopting New Technology The Process is the Product Back Office vs Front Office Changes Need for Standardization
Readiness to Embrace New Technology
The Case of Radio Frequency Identification

13. Amazon.com
How would you contrast Amazon’s business design with that of Barnes & Noble before Barnes & Noble went online?
Why has Amazon.com not turned a profit yet and what needs to be done to achieve profitability?
Will Amazon continue to be successful against “click and mortar” competitors, such as Barnes & Nobel, which go online?
Is Amazon.com a model for the future of retailing?