Inclusivity in Technology-Based Services: Access and Skills Challenges
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Abstract
Differences in access to technology affect the quality and equity of services in technology-based business models. Limited access to digital devices, connectivity and skills creates inequalities in the consumer experience, with those with better access receiving more efficient and personalized services. Conversely, individuals with limited access are often marginalized from the benefits offered by technology-based services. This digital divide has the potential to exacerbate existing socio-economic inequalities, as groups with limited access may remain dependent on slower and less efficient traditional business models. To address this issue, companies need to develop a more inclusive approach by providing training, technical support and product development that is accessible to different segments of consumers. This is important to ensure equity in the use of technology and optimal services for all consumers, regardless of the limitations they face.
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