Implementing Self-Service Technology To Gain Competitive Advantages

摘要

Choosing, implementing and managing effective self-service technologies are challenging tasks for most firms. While some self-service technologies could be quickly adopted, others are resisted. This paper examines what a firm should consider in order to encourage customers to at least try, and eventually adopt, the SST offered by a firm into the customeru27s regular routine. Factors that encourage the customer to try a new self-service technology for the first time and factors impact customer satisfaction and dissatisfaction will be addressed. A practical guideline for developing and implementing successful SST will be proposed.