An exploratory study of how TECHNOLOGY enhances CUSTOMER SATISFACTION - Edwards, James
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This work is an exploration of how customers perceive the introduction of technology into a quick service restaurant setting. The focus is on whether the benefits arising from the use of technology, such as convenience and speed of service is translated into overall customer satisfaction. As Self-Service Technology (SST) is embraced by more and more consumers the selling process has inevitably evolved. From ordering their favorite meal on the SST in quick service restaurants to the purchase of airline tickets online, customers are becoming much more adept at customising and personalising their…mehr

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Produktbeschreibung
This work is an exploration of how customers perceive the introduction of technology into a quick service restaurant setting. The focus is on whether the benefits arising from the use of technology, such as convenience and speed of service is translated into overall customer satisfaction. As Self-Service Technology (SST) is embraced by more and more consumers the selling process has inevitably evolved. From ordering their favorite meal on the SST in quick service restaurants to the purchase of airline tickets online, customers are becoming much more adept at customising and personalising their consumer and purchasing experiences. It is estimated that utilisation of smart, connected products will have far reaching benefits for companies who deliver them and for the broader economy as businesses and customers gain advantage from enhanced productivity (Porter and Heppelmann, 2014).
Autorenporträt
Specific expertise in aligning strategies to business goals, transformation change journeys and delivering quantifiable commercial value. A progressive career involving strong franchising expertise, deep operational knowledge, and broad business knowledge from managing Supply Chain and IT. Associate Faculty in NCI, lecturing Retail Operations.