Critical Thinking Disintermediation is becoming more commonplace in the service industry, often eliminating a customer's interaction with, for example, bank tellers or supermarket clerks. How does this lack of interac- tion affect the customer's experience? How does this lack of interaction affect a firm's ability to provide su- perior customer service?

Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
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Critical Thinking Disintermediation is becoming more
commonplace in the service industry, often eliminating
a customer's interaction with, for example, bank tellers
or supermarket clerks. How does this lack of interac-
tion affect the customer's experience? How does this
lack of interaction affect a firm's ability to provide su-
perior customer service?
Transcribed Image Text:Critical Thinking Disintermediation is becoming more commonplace in the service industry, often eliminating a customer's interaction with, for example, bank tellers or supermarket clerks. How does this lack of interac- tion affect the customer's experience? How does this lack of interaction affect a firm's ability to provide su- perior customer service?
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