What is it about?

Self-service technologies (SST) are vogue. And they are even more important to service delivery in the new normal of social distancing era. We demonstrate that when customers feel competent, they take responsibility for SSTs' use, and everybody wins - they become more satisfied with the SSTs, translating into higher satisfaction with and positive communication about the firm.

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Why is it important?

Most firms are implementing one form of SST or the other. This trend has greatly been intensified in the time of COVID-19 pandemic. The sudden shift has the potential to harm firms' bottom line. To avert such fate, insights into SSTs' management are primal to our collective prosperity and wellbeing.


Living in China, SSTs permeated our daily lives long before the COVID-19 pandemic. So it has always piqued my interest to understand how these systems enhance customer experience whilst benefiting firms. This research was an exciting learning experience for me and my co-authors and we hope it informs your business operation and consumption.

Collins Opoku Antwi
Zhejiang Normal University

Read the Original

This page is a summary of: Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View, Sustainability, March 2021, MDPI AG,
DOI: 10.3390/su13063134.
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