Question: Define hard and soft technology and give an examples. What types of technology might a major hotel chain use to enhance the customer experience? Identify

  1. Define hard and soft technology and give an examples.
  2. What types of technology might a major hotel chain use to enhance the customer experience?
  3. Identify and describe a service encounter where technology helps produce and deliver the service in total or in part. What hard and soft technology is most likely involved?

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