I agree that the internet has the capacity to increase customer expectations about service levels and also to be the vehicle that delivers service that meets or exceeds those expectations. In this day and age, everyone wants things fast, and this most definitely includes service. With the internet, customers have access to services such as live chats/emails and community forums if the FAQs and self service systems are insufficient to their needs.
Anticipatory customer service is the concept of anticipating what customers want before they ask it. By doing this, it eliminates the trouble of answering the customer’s needs as they come up, creating better service to the customer due to the ability to give them a quick and accurate response.
Something that may be an ethical issue is when something is promised but may not be fulfilled. For instance, setting a date for a product to be finished but it goes far beyond that time. Customers should be informed of any and all changes that may disrupt their service.