Which of the following is a negative impact of information technology on the customer service provided by service organizations?
A)It has increased the labor intensity involved in the production of services.
B)It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers.
C)It has decreased the speed of service.
D)It has restricted the ability of the customers to compare products with competitor brands before making a purchase.

Question

Quizplus · Accepted Answer

Information technology has led to a decrease in personal interaction between service providers and customers, particularly in industries such as banking and retail, where many transactions can be completed online. This lack of personal interaction can lead to decreased customer satisfaction, particularly among customers who prefer face-to-face interactions or who have complex needs that cannot be easily addressed online. However, it is important to note that information technology can also have positive impacts on customer service, such as improving response times, providing more personalized services, and enabling better data collection and analysis to improve service delivery.

Which of the Following Is a Negative Impact of Information