Is self‐service the future of services?
Managing Service QualityPublished 1 December 2003
James A. Fitzsimmons
Citations50
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Abstract
Describes all the automated processes that can be utilised when making a business trip and how human interaction within the service sector has been replaced by machines. This has the potential for customization, accuracy, convenience and speed, dependent on individual customer acceptance of the new system.
Keywords
Computer ScienceBusiness, Management and Accounting
Academy of Management PerspectivesImplementing successful self-service technologies
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