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Question 1 (Christopher Crenshaw)
Before we can explain the influence of technology on the five elements of a service-delivery system, we must identify the five elements. Collier and Evans (2019) define a service-delivery system includes facility location and layout, the servicescape, service process and job design, and technology and information support systems (chap 5 sec4). These factors are all interdependent a poor choice in one will influence another.
The influence of technology in the banking systems is a prevalent topic I’d like to discuss in comparison to the five elements. First, I will explain how the banking system uses the five elements, then I will discuss technology’s influence on each.
1. Facility location and layout: many banks are located nearly every block in busy cities and are close to major retailers and large strip malls. Some banks are even present in the lobbies of malls and grocery stores.
2. Servicescape: most banks try to be in well-populated areas that are well lit and give the consumer a sense of safety.
3. Services process and Job Design: drive through lanes at banks are narrow and designed to have minimum space between vehicles and intercom boxes or ATMs
4. Technology: Includes mirrors on ATMs for safety, card security while placed within ATM, release of money after card is removed.
5. Information Support Systems: Banker/teller/ financial advisor has information for your disposal.
All the elements have, or can be, affected by technology in the following ways. First, facility location and layout, servicescape, and services process and job design are all affected by technology because all these functions can be minimalized into online banking. Consumers don’t have to worry where the nearest bank is, nor do they have to worry about the safety of the nearest ATM or drive through layout. If they feel uneasy, or if it is more convenient, they can perform their banking needs online. Next, technology has influenced the banking world by utilizing mirrors and card security on ATMs. Also, you can deposit and withdraw money without having to see a bank teller. Lastly, information support systems are now mostly online. Customers can go online to find answers to financial advice, open and close accounts, finance rates, and more.  In 2018, about 61 percent of Americans used digital banking, which is set to rise to 65.3 percent by 2022 (Statista, 2018, p.1). 

The service-delivery system design includes facility location and layout, the servicescape service process and job design, and technology and information support system (Collier & Evans, 2019, section 5-4). All these elements combined enable a firm to offer valuable services to customers and take a competitive advantage over the competition. As technology continues to advance, it influences the five elements creating a way to better enhance products and services while improving efficiency.

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