16-20 The increased use of technology may have positive and negative effects on the perceived service quality provided to retail customers.

Question

Quizplus · Accepted Answer

The increased use of technology can have both positive and negative effects on the perceived service quality provided to retail customers. For example, technologies like self-checkout kiosks and mobile payments can improve convenience and speed up transactions, leading to a more positive customer experience. On the other hand, if technology malfunctions or is not implemented well, it can lead to frustration and a negative customer perception of the quality of service provided.

16-20 the Increased Use of Technology May Have Positive and Negative