Self-service

About: Self-service is a research topic. Over the lifetime, 414 publications have been published within this topic receiving 10597 citations.

Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies:

Abstract: Electronic commerce is an increasingly popular business model with a wide range of tools available to firms. An application that is becoming more common is the use of self-service technologies (SSTs), such as telephone banking, automated hotel checkout, and online investment trading, whereby customers produce services for themselves without assistance from firm employees. Widespread introduction of SSTs is apparent across industries, yet relatively little is known about why customers decide to try SSTs and why some SSTs are more widely accepted than others. In this research, the authors explore key factors that influence the initial SST trial decision, specifically focusing on actual behavior in situations in which the consumer has a choice among delivery modes. The authors show that the consumer readiness variables of role clarity, motivation, and ability are key mediators between established adoption constructs (innovation characteristics and individual differences) and the likelihood of trial.

System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent

Abstract: This invention (The Customer Contact Channel Changer) enables the integration of different Customer Contact Channels such as live call center ACD (Automatic Call Distribution) agents, ADSI (Analog Display Services Interface) enhanced IVR (Interactive Voice Response) systems and WWW (World Wide Web) servers. The world wide web servers are used to allow customers with computer equipment to access information from an organizations databases in a self service mode. Frequently these customers have questions best answered by human ACD agents. With this invention the connection between the customer with the question and the agent with the answer is done quickly and efficiently with both parties sharing screens of common information. Also control is retained by the customer to make the call happen when they want it.

Self‐service technology adoption: comparing three technologies

Abstract: Purpose – Advances in technologies have allowed service providers to incorporate many different technologies into the delivery of their services. These technologies have been implemented in the service encounter for the customer to use with varying degrees of success. This research aims to focus on the examination of factors that influence consumer attitudes toward, and adoption of, self‐service technologies (SSTs).Design/methodology/approach – A conceptual model of the adoption process for SSTs is developed and tested across three different technologies used in the banking industry. One of these technologies (ATMs) has been available for many years and is widely adopted, another technology (bank by phone) has been available for many years but has not been widely adopted, and the third technology (online banking) is relatively new to the marketplace. Data were collected using a random telephone survey of banking customers in a three‐state area of the northeast USA and analyzed using structural equation mo...

Implementing successful self-service technologies

Abstract: Executive Summary As companies race to introduce technology that enables customers to get service on their own, managers often find that implementing and managing effective self-service technologies (SSTs) is more difficult than it looks. In this article, we present findings from qualitative interviews and survey research investigating SSTs from the customer's point of view. This research identifies factors that impact customer satisfaction and dissatisfaction with SSTs. It also explores the issue of customer adoption of SSTs and highlights factors that are necessary for a customer to try an SST for the first time. Based on this research and our work with companies, we present important lessons to guide managers in developing successful SSTs.