Implementing successful self-service technologies

作者：Mary Jo Bitner, Amy L. Ostrom, Matthew L. Meuter · 发表于：Academy of Management Perspectives · 年份：2002 · DOI：10.5465/ame.2002.8951333 · 被引用次数：498 · 研究领域：Technology Adoption and User Behaviour、Customer Service Quality and Loyalty、Digital Marketing and Social Media

Executive Summary As companies race to introduce technology that enables customers to get service on their own, managers often find that implementing and managing effective self-service technologies (SSTs) is more difficult than it looks. In this article, we present findings from qualitative interviews and survey research investigating SSTs from the customer's point of view. This research identifies factors that impact customer satisfaction and dissatisfaction with SSTs. It also explores the issue of customer adoption of SSTs and highlights factors that are necessary for a customer to try an SST for the first time. Based on this research and our work with companies, we present important lessons to guide managers in developing successful SSTs.