Final answer:
The chapter discusses technological innovations that improved phone service quality and affordability, as well as the internet's role in expanding consumer choice and payment options.
Step-by-step explanation:
The chapter describes various service delivery innovations facilitated by technology such as microwave transmission, communications satellites, and other wireless technologies that improved phone services, making calls cheaper and of better quality. Moreover, the advent of the internet broadened the spectrum of choices, with companies offering diverse payment plans and products to meet consumer demands. The era of standardized, black phones was replaced by a more colorful and dynamic range of options, signifying the end of the telephone monopoly and introducing more variety in services, ultimately aiming to attract and please customers.
Examples of technology-facilitated services include ordering flowers over the internet for a friend in a different city, which underscores the convenience and reach of online services. Such innovations have drastically changed service delivery, providing more convenience and options to the consumer.