When is RFID right for your service?

Radio Frequency Identification (RFID) is a technology that is being applied increasingly to services. We study several different RFID applications in services to discover how this technology can be used to enhance various aspects of service delivery, and what costs and benefits arise from it. We use a well-known conceptual framework that has been used to explain the evolution of services to show how RFID generally impacts service operations in a variety of scenarios.