How Customers View Self-service Technologies

Book description

Consumers are not running away from self-service options — just poorly implemented ones. Managers often underestimate customer’s need for employee interaction during a self-service experience, as well as customer desires for convenience and for transaction speed. “These three areas have a tremendous impact on the implementation of a self-service technology,” write the authors, “and might explain why some self-service applications have received a lukewarm reception.”

Product information

  • Title: How Customers View Self-service Technologies
  • Author(s): Sheryl E. Kimes, Joel E. Collier
  • Release date: October 2015
  • Publisher(s): MIT Sloan Management Review
  • ISBN: 53863MIT57118