Customer Movement from Traditional Physical Service Encounters to Self-Service Technologies: An Approach to ‘Service Performance’ and ‘User Convenience
Technology advancements enable clients to receive fantastic service performance that they have never seen before in traditional service encounters managed by service employees. Furthermore, Self...
Do Technological Service Encounters Assist or Perplex the User? Exploring the ‘Information Richness’ of Web-based Self-Service Technologies
Rather than relying solely on face-to-face contacts, service organisations now use Self-Service Technologies to provide their services remotely (SSTs). This trend is a natural result...