What is it about?
Technological enhancements bring more convenience to customers by providing opportunities to do various service transactions through Self Service Technologies (SSTs). However, a very few studies focused on understanding SSTs profoundly. Thus, this research focuses on exploring performance and convenience related to SSTs in detail.
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Why is it important?
It opens theoretical lenses to understand the significance of self-service technologies to customers from 'performance' and 'convenience' perspectives. It provides useful insights for SST service providers that can be incorporated to their SSTs in designing and delivering a high-quality service which matches with the customer expectations.
Perspectives
This study fills the gap in the literature by discussing two yet most important matters in customer choice of SSTs in detail.
Badra Galdolage
University of Sri Jayewardenepura
Read the Original
This page is a summary of: Interplay between Performance and Convenience in Customer Choice of Self-Service Technologies, Current Journal of Applied Science and Technology, May 2021, Sciencedomain International,
DOI: 10.9734/cjast/2021/v40i1031361.
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