Refine problem and purpose statement, management homework help

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Need purpose, problem and research questions. 

Objective of study to determine whether customer
service will be no more.  Replaced by
technology.  The rate of adoption by
seniors over 60.  Limited technology
experience; how businesses are communicating the ease of use to self-service
technology (SST).  To demonstrate the
theory of fear and trust in using (SST). 
Age difference, gender, and education; the theoretical contributions.

How businesses will get a portion of society involved
in the world of technology. 

Current
Problem Statement

Automation has changed the way customers do business,
but are customers satisfied with the automated systems, and are those that lack
the skills to use these systems considered? 
More businesses are conducting business by using automated systems.
Businesses are no longer concern with recurring customers or customer
retention.  Customers’ satisfaction is no
longer a priority, in fact, it is not considered.  Recurring customers return because of a need;
utility companies, banking industries, healthcare facilities, etc.  These businesses and facilities are part of
every customer need. 

Current
purpose Statement

 The purpose of
the study is to explore whether customers are affected by automation and is
customer service gone. To explore whether businesses are more concern with the
bottom line and productivity than recurring customers.  Customers are left with no alternative and are
forced into automation.  To study the
direction automation is going; and whether receptionist, desk clerks, and other
help desk employees will be a something of the past.  Will automation provide a set of questions
and answers that could provide real life solutions to customer’s
questions? 

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