Question

What are some common problems caused by the use of technology in a service setting? (Choose every correct answer.)

O Customers dislike replacing humans with machines.
O Customers do not understand how to use the technology.
O The technology is less efficient than a human.
O The technology does not perform adequately.

Answer 1

Technology in service settings can cause issues like replacing human interaction, customer confusion in its usage, inefficiency compared to humans, and inadequate performance. These problems underscore the importance of thoughtful technological integration, balancing cost-efficiency with customer and operational needs.

Step-by-step explanation:

The emergence and incorporation of technology in service settings have brought about various challenges that impact both the operation of businesses and the customer experience. Some of the common problems caused by the use of technology in service settings include:

• Customers' discomfort with replacing human interaction with machines, which can result in a feeling of coldness or impersonal service.
• Issues arising from customers' misunderstanding or lack of familiarity with new technologies, potentially causing frustration or alienation.
• Technological solutions that may be less efficient than a skilled human worker, especially when nuanced or complex tasks are required.
• Poor performance or reliability of technology, leading to service disruptions and customer dissatisfaction.

Each of these issues reflects overarching concerns about how technology can inadvertently introduce complications or inefficiencies, despite its many intended benefits. For instance, while technology can greatly streamline certain processes and reduce labor costs, it may simultaneously lead to a digital divide and generate new types of service failure or security risks. Furthermore, the rapid pace of technological change can sometimes outstrip users' ability to adapt, creating a disconnect between the potential of a technological solution and its actual day-to-day utility.

The promise of technology to save time, often lauded in the introduction of devices such as remote-control vacuum cleaners or automated supermarket checkouts, can sometimes fall short in practice. Incidents such as a slow-loading website or a dropped cell phone call highlight the occasional unreliability of technology. Moreover, the transition to automated workspaces whilst cutting costs and increasing efficiency in some areas, can also displace human workers and alter labor markets significantly.

Overall, while technology brings myriad advantages, these potential problems highlight the need for careful integration of technology in service settings, with an emphasis on maintaining customer satisfaction and operational reliability.

Answer 2

Common problems caused by technology in service settings include customer dislike of replacing humans with machines, inefficient technology compared to human service, customers' lack of understanding of how to use the technology, and inadequate technology performance. The evolution of technology often outpaces societal adaptation, and over-reliance can lead to heightened security risks and system failures. Options 1, 2 and 3 are the correct answer.

Step-by-step explanation:

Technology has become an integral part of service settings, but it introduces a range of common problems. First and foremost, customers may dislike replacing humans with machines, feeling that it detracts from the personal touch and quality of services. Secondly, technology can be less efficient than human service due to programming and operational limitations. Finally, the most prevalent issue could be that customers do not understand how to use the technology, leading to frustration and inefficiency.

Instances where technology does not perform adequately can cause delays and subpar service experiences, which in customer-centric industries are critical drawbacks. These shortcomings can erode customer satisfaction and loyalty, putting businesses that overly rely on technology at a competitive disadvantage. The pace of technological evolution often exceeds the rate at which society and individuals adapt, leading to a gap in technology usage proficiency among consumers.

Additionally, the dependence on technology amplifies the impacts of technical failures, which can have dire consequences for service continuity and data security. The ever-present threat of system failures, like the Y2K scare, or natural disasters disrupting technological infrastructure, underscores the vulnerability created by reliance on technology. In some cases, technology promises time-saving benefits but fails to deliver, increasing the stress and workloads of employees rather than reducing them, as seen with the constant expectation of availability due to 24/7 email and instant communications.

Overall, the integration of technology in service settings needs to be carefully managed to mitigate these common problems and ensure that technology truly enhances the quality and efficiency of services provided.