Was Hank realistic in his assessment of the possible advantages of these systems? What would research tell us about the likely outcomes of wireless data systems and the customer assistance centers?

Hank Pembrook is the owner of The Greenery, a chain of a dozen plant nurseries in a large western metropolitan area. The Greenery has been very successful and has the largest market share of any nursery in the area. Not surprisingly, Hank is pleased with his nurseries. They stock a wide selection of trees, plants, and gardening supplies, and Greenery customers come back because the staff is highly knowledgeable and extremely helpful.