The impact of technology on services

As we enter the twenty-first century, we can see significant changes occurringin the various ways services are being designed and delivered - and theunderlying cause of these dramatic changes is technology. Self-service gasstations and check-out counters in supermarkets, on-line financial transactionsincluding banking and stock trading, on-line purchases of goods formerlybought in traditional brick and mortar retail operation, e-tickets for air travel,and speed pass lanes on toll roads and turnpikes, are just a few of the manyexamples of how technology has changed both the way in which service