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Information Systems and the Design of Work

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The explosion of information-driven self-serve options is evident in the gas stations, where customers pay, pump gas without ever seeing an employee; in the retail store, in the grocery store with self serve check out stands, at the airport where customers make reservations, pay for and print tickets without the help of an agent, at the bank where ATMs have long replaced tellers for most transactions. But experts predict a backlash is coming. Some say that people are more isolated than they used to be in the days of face-to-face service and they question how much time people are really saving if they continually have to learn new processes, operate new machines, overcome new glitches. Labor saving technologies were supposed to liberate people from mundane tasks but it appears that these technologies are actually shifting the boring tasks to the customer! On the other hand, people like the convenience of these self service systems because they can access these services 24 hrs/day.

1. Does this mean the end of 'doing business the old-fashioned way'? Will this put a burden on the elderly or poor when corporations begin charging for face-to-face services?

2. Where do you come down on these issues?......... and be sure to explain your reasoning.

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Solution Summary

This solution of 283 words explains the use of face-to-face interaction and self-service in gas stations in terms of the younger generation and elderly and poor. It also provides an expert's perspective on the automatization of self-service commercial systems.

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1. Does this mean the end of 'doing business the old-fashioned way'? Will this put a burden on the elderly or poor when corporations begin charging for face-to-face services?
Currently, there is a requirement for both face-to-face interaction and self service. Some of the population may prefer self service while others, particularly the older generations, may prefer face-to-face interaction due to the lack of knowledge when dealing with technology. Current generations are ...

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  • MBA, Grantham University
  • BSc, Grantham University
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