Question:

(a) Discuss how information technology has contributed to the expansion of the service sector, illustrating your answer with examples.

(b) As a senior bank executive, what actions would you take to encourage more customers to bank by phone, internet or ATM rather than visiting a bank ?

‘The theatre metaphor is a useful framework for describing and analyzing service performances'.

(a) Explain the elements proposed by the framework

(b) With reference to your experience with the health care sector choose one case you are aware of. For this particular case, discuss the various stages involved in the service provision process, indicating clearly the various elements as proposed by the theatre metaphor framework. Choose a case where there are at least five stages.