1. The format of the submission will be up to 2 pages, 1-inch margins, single spaces, Calibri 11 font. 2. Use APA format for in-text citation and bibliography 3. Be sure to use a framework to answer b

• Product : Anything that can be offered to a market for attention, acquisition, use, or consumption that might satisfy a want or need . • Includes tangible goods or services + organizations, events, persons, places, and ideas (or some combination of these) umanitoba.ca What is a Service?

• Service : An activity, benefit, or satisfaction offered for sale that is essentially intangible and does not result in the ownership of anything • Examples include banking, hotel services, airline travel, retail, wireless communication, and home -repair services Pure Good Pure Service umanitoba.ca Goods vs. Services umanitoba.ca Services Marketing umanitoba.ca Services Marketing How can a business send signals of Service Quality?

How can a service increase consistency? How can a service smooth out demand across time?

How can a service ensure the provider is as good as the service itself? umanitoba.ca Goods vs. Services: Qualities • Search qualities • May be evaluated prior to purchase • Experience qualities • Need trial/consumption before evaluation • Credence qualities • Difficult to judge even post -consumption umanitoba.ca Technology and Service Marketing • Technology is an increasing part of services (e.g., self -service technologies) • Technology has the potential to both improve and diminish the service experience… how so? • link umanitoba.ca AI can aid customers in many ways!

• AI -powered chatbots enhance customer's online shopping experience by improving personalization based on the customers' previous data and shopping patterns. • Using computer vision, sensor fusion, and deep learning, Amazon Go stores use cameras to track customers' actions in the store. Computers, then process visual information and generate appropriate algorithms based on the data that are gathered to generate relevant results. https://www.youtube.com/watch?v=NrmMk1Myrxc umanitoba.ca AI can aid customers in many ways!

• AI can aid customers in making critical purchase decisions by linking the right offerings with the right customer needs using large amounts of data • AI -enabled robots possess the capability to use NLP and formulate ideas • Today, robots are programmed for some degree of problem -solving, learning and social interaction. • However, they do have some limitations. umanitoba.ca umanitoba.ca Margiotta Food & Wine: Customer Service through Service Robots • Scottish supermarket chain, fired its robot shop assistant called Fabio on the grounds of poor performance • Margiotta had employed Fabio at its flagship store in Edinburgh to deliver in -store customer service • Margiotta quickly discovered that the trial was not going as per the expectations due to the robots inability to satisfy the requests of their customers • Worse, shoppers were actively avoiding Fabio during the service encounters.

Industry observers blamed Fabio's failure on technological and cultural factors umanitoba.ca Margiotta Food & Wine: Customer Service through Service Robots Assignment Questions:

• Based on the case study, what are the opportunities and challenges associated with employing robots for customer service in a supermarket chain? • Based on your understanding of the case study, what do you think are some potential success factors to employ robots in customer service functions? umanitoba.ca Other Technology Applications!

• IoT devices collect, communicate, and process information in real -time through the Internet to perform or aid in performing various tasks. • W earables such as fitness trackers collect and process data related to various aspects of the wearers' health. This data can be used by users to better manage their health and fitness goals. • Moreover, Fitbit enables third - party applications to access data about user's physical activity in order to create solutions for gaining health insights, recommending health changes, and managing health. • In the insurance industry, some companies are using drones for damage inspection and processing claims. Many insurance companies across the world are going to adopt drones in the coming future. umanitoba.ca Other Technology Applications!

• Sephora's Virtual Artist app helps its customer try out different makeup looks and get personalized recommendations for products. • IKEA's virtual reality app lets its customers see how furniture will look in the space before they buy it. They can try different pieces of furniture at once and see how different pieces suit their rooms and how they look together. • Honda released 360 -degree virtual reality content that lets customers check out the new Honda Civic from the inside and even test drive it by playing a racing game. • Gucci has launched a mobile app that lets its customers try shoes remotely using VR.

Within the app, customers pick shoes of their choice and point their phone's camera at their feet, after which they are promoted to try their shoes on virtually. A built -in photo feature lets the customers capture themselves wearing the shoes and let them share it via text, email or social media.