Channel Development Services
New services that fall in the lower right quadrant of Exhibit are those in which the service that is provided is the same as that currently offered by the firm but it i delivered differently through another channel which is often entirely new. The automated teller machine ATM) provides a good example of services in this category. Traditional brick and mortar
retailers that sell their products over the Internet through a website provide another example in this category When developing these new channels managers need to recognize that process development is critical here as consumers expect to receive the same level of service quality through the new channel as they have been accustomed to receiving in the older-more traditional channels.