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):
- Release date: October 2015
- Publisher(s): MIT Sloan Management Review
- ISBN: 53863MIT57118
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