Relevant bibliographies by topics / Self-service

Academic literature on the topic 'Self-service'

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Published: 4 June 2021
Last updated: 27 April 2022

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Journal articles on the topic "Self-service"

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Seda Otieno, Protus, and Krishna Govender. "Managing airport service quality – the impact of self-service technologies." Investment Management and Financial Innovations 13, no. 3 (October 10, 2016): 387–93. http://dx.doi.org/10.21511/imfi.13(3-2).2016.11.

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The impact of self-service technologies on service quality at a major international airport in South Africa, was determined using an adapted SERVQUAL instrument, which focused on Reliability, Convenience, Ease of Use and fulfillment, by developing and testing three hypotheses, which postulated relationships between the aforementioned. The data from a systematic random sample of 318 passengers collected during peak hours at the international departures terminals was analyzed using inferential statistics, confirmed that there is an association between convenience and fulfilment; between ease of use and fulfilment, and between reliability and fulfilment, although some relationships were not very strong. SSTs have addressed the long queues at the airport and improved passenger service experience. The findings must, however, be interpreted with caution as there are inherent limitations and opportunities for further research. Keywords: service experience, self-service, technology, airport service. JEL Classification: M31
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Miller, Saul. "Self-service." British Journal of General Practice 64, no. 618 (December 30, 2013): 43. http://dx.doi.org/10.3399/bjgp14x676564.

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Lohse, Matthias, and Miro Morczinek. "Vom Employee-Self-Service zum Enterprise-Self-Service." WiSt - Wirtschaftswissenschaftliches Studium 33, no. 4 (2004): 241–48. http://dx.doi.org/10.15358/0340-1650-2004-4-241.

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Gurau, Calin. "Self-Service Systems." International Journal of E-Services and Mobile Applications 1, no. 2 (April 2009): 1–19. http://dx.doi.org/10.4018/jesma.2009040101.

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Hubert, Marco, and Peter Kenning. "Self-Service Technologies." WiSt - Wirtschaftswissenschaftliches Studium 38, no. 6 (2009): 319–21. http://dx.doi.org/10.15358/0340-1650-2009-6-319.

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Spoonley, Neil. "Self-service education." IEE Review 37, no. 6 (1991): 223. http://dx.doi.org/10.1049/ir:19910103.

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Chang, Kuochung, and Chiao‐Chen Chang. "Library self‐service." Electronic Library 27, no. 6 (November 13, 2009): 938–49. http://dx.doi.org/10.1108/02640470911004048.

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Roger, Ian M. "Self-service terminal." Journal of the Acoustical Society of America 114, no. 1 (2003): 23. http://dx.doi.org/10.1121/1.1601054.

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Salomann, Harald, Malte Dous, Lutz Kolbe, and Walter Brenner. "Self-service Revisited:." European Management Journal 25, no. 4 (August 2007): 310–19. http://dx.doi.org/10.1016/j.emj.2007.06.005.

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Jung, Sung Wook, Hongsuk Yang, and Soo Wook Kim. "Self-Service Model Considering Learning Effect : Self-Service Gas Station." Journal of the Korean Operations Research and Management Science Society 37, no. 4 (December 31, 2012): 73–93. http://dx.doi.org/10.7737/jkorms.2012.37.4.073.

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Dissertations / Theses on the topic "Self-service"

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Olsson, Gustav, and Jonathan Kunfu. "SELF-SERVICE : Vägen till en lyckad Self-Service lösning." Thesis, Högskolan i Halmstad, Akademin för informationsteknologi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-39623.

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SSBI-verktygen möjliggör att flytta framtagningen av rapporter och analyser av affärsdata från IT-avdelningen till användarna. SSBI svarar mot ett behov av att snabbare skapa rapporter och analyser för att ta affärskritiska beslut. Med en SSBI-implementation finns det ett antal utmaningar som behöver hanteras. Syftet med studien är att skapa förståelse för hur utmaningar relaterade till SSBI-implementationer hanteras, för att möjliggöra en lyckad implementation. Det leder till frågeställningen: Hur hanteras utmaningar relaterade till SSBI- implementationer? För att skapa förståelse för hur utmaningarna hanterats valde vi en kvalitativ metod där vi tolkat konsulters utsagor. Studien utgår från ett konsultperspektiv eftersom konsulterna har erfarenhet kring kundprojekt, som involverar såväl nykomlingar till erfarna BI- organisationer. I slutsatsen presenterar vi tre grupper av angreppssätt för hur utmaningarna hanteras, för att lyckas med SSBI-implementeringar.
The SSBI tools enable the production of reports and analyzes of business data from the IT department to be transferred to the users. SSBI is developed to satisfy a demand to be able to create fast reports and analyzes, to make business driven decisions. With a SSBI implementation, there are a number of challenges that need to be managed. The aim of the study is to identify how challenges related to SSBI implementations are managed, which enable successful implementation. This leads to the question: How are challenges related to SSBI implementations managed? To gain an understanding of how the challenges have been managed, we chose a qualitative method to interpreted consultants' statements. The study is based on a consulting perspective, since the consultants have experience of customer projects, which involve both newcomers and experienced BI organizations. In the conclusion, we present three groups of approaches of how challenges are managed to succeed with SSBI- implementations.
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Johansson, Niklas E. "Self-Service Recovery." Doctoral thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-575.

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Service recovery is about problems. What happens when customers experience problems? Well, sometimes customers complain to the one responsible for the service. Sometimes customers do not complain but instead tell somebody else about the problem, possibly leading to a bad reputation for the one responsible for the service. Sometimes it happens that customers never return to the same provider because of the problem experienced. To avoid the customer leaving, service recovery can be used. Service recovery is a set of actions a service pro-vider can take in order to repair a failure (Tax and Brown, 1998; Zemke, 1995; Scheuing and Christopher, 1993; Levesque and McDougall, 2000).

In addition, many services today are Internet-based, meaning that services are self-services enabled by information technology (IT). Self-services enabled by IT, referred to as self-service technology (SST), are characterized by an interac-tion between a user and a machine rather than between two humans. Conse-quently, service recovery is no longer between two people interacting in a face-to-face manner when solving problems, but between a user and a machine when taking place in an SST context.

This change of context has resulted in difficulties but also opportunities in the work of service recovery. Instead of turning to the one responsible for the service when problems occur, it is now possible to turn to other customers and users to receive help. SST has opened up new opportunities to learn with and from other individuals through the sharing of knowledge. The sharing of knowledge for the purpose of turning problems into solutions and improve-ments depends on the ability to create value for people involved.

Service recovery in a self-service technology context, i.e. self-service recovery (SSR) is defined as the capability, enabled by self-service technology, of turning user prob-lems into solutions and improvements by means of sharing knowledge between users in order to create value.

The aim of this doctoral thesis is to answer the question, “Why self-service recovery works?” The question is addressed by seven research studies and by evolving a framework for understanding why self-service recovery works.

The contributions of this dissertation reside from the framework, which en-hances our understanding of self-service recovery as a value creation activity through not only recovery, but also improvement of the service in question.

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Johansson, Niklas E. "Self-service recovery /." Karlstad : Faculty of Economic Sciences, Communication and IT, Information Systems, Karlstad University, 2006. http://www.diva-portal.org/kau/theses/abstract.xsql?dbid=575.

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Chamoun, Christoffer. "Self-Service Business Intelligence : Kritiska framgångsfaktorer för att tillämpa Self-Service Business Intelligence." Thesis, Högskolan i Skövde, Institutionen för informationsteknologi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-15645.

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Self-service Business Intelligence är idag ett relativt nytt koncept och det blir vanligare idag att verksamheter börjar röra sig mot denna nya trend inom Business Intelligence för att att göra sina användare mer flexibla i sitt beslutsfattande. Anpassningen idag till Self- service BI är idag är låg och har sjunkit de senare trots stora investeringar. Konceptet med Self-service BI är kan vara svårt för användarna att förstå och det finns ett antal faktorer som kan bidra till att öka anpassningen och uppnå framgångar med att tillämpa SSBI. Denna studien syftar till att ta reda på: ”Vad finns det för kritiska framgångsfaktorer för att tillämpa Self-Service BI? ”. För att besvara frågan användes en kvalitativ metod och insamlingen för data utfördes med hjälp av semistrukturerade intervjuer. Intervjuerna utfördes på 6 företag med 6 olika respondenter som har erfarenhet inom SSBI och BI. Respondenterna bidrog med empirisk underlag för att kunna besvara studiens frågeställning, men även till litteraturen med information som litteraturen tidigare inte nämner. Resultaten har visat att svaren från respondenterna och litteraturen går i linje med varandra när det gäller kritiska framgångsfaktorer. Framgångsfaktorerna som diskuteras och tas upp av respondenterna och litteraturen var: Rätt verktyg för rätt användare & anpassningsbara användargränssnitt, utbildning, data governance & data management, kartlägga användare och tillgänglighet av data för att framgångsrikt tillämpa SSBI. Nya faktorer som framkom under de semistrukturerade intervjuerna med respondenterna var: Change management, kommunikation och experimentering & testning.
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Černý, Ondřej. "Self-service BI a PowerPivot." Master's thesis, Vysoká škola ekonomická v Praze, 2013. http://www.nusl.cz/ntk/nusl-165145.

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This thesis deals with the extension of Office application Microsoft Excel -- PowerPivot program. First, the thesis focuses on the topic of the actual Business Intelligence (BI) and compares the classical BI approach and self-service BI approach. In the first part are dis-cussed current trends in BI. The second and main part is focused to the PowerPivot. Grad-ually are mentioned benefits and news in PowerPivot on the examples compared to classical analysis in Excel. In the initial description of the features are also instructions for installing the program and its news in version 2013. An important chapter is focused to the DAX expressions and all the calculations that can be implemented in PowerPivot. Separate chapters are devoted to data import and connection with MS SharePoint Server. As an ex-ample, is introduced the calculation of the ABC analysis to classify products, used mainly in logistics. The last part deals with implementation of applications in PowerPivot for MBI model (Management of Business Informatics).
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Torres, Bryan C. "Examining Self-Service Kiosks in Quick-Service Restaurant Settings." Thesis, University of North Texas, 2019. https://digital.library.unt.edu/ark:/67531/metadc1505242/.

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Research is needed that examines the effects of kiosk technology on restaurant operational performance measures, such as total sales. The study employs a 2X2 between-subjects field experimental design to empirically test the hypothesized relationships proposed in the research model. The data collection site was Burger King located in the student union of a large Tier 1 research university in southwest USA. The independent variables included ordering method (kiosk vs. cashier) and operational volume (peak vs. off-peak). The dependent variables were cognitive and affective attitudes, behavioral intention, satisfaction, sales per person, and order time. Consumers at Burger King were approached before they started ordering their meal to ask for voluntary participation. If they agreed to participate, they were randomly assigned into two test groups. Participants in one test group used kiosk technology to order their meals, while those in the other test groups spoke with a cashier to order their meals. The same number of participants were recruited from peak and non-peak volumes. The seconds used to order was observed and recorded after consumer engagement with the ordering method. After participants ordered, they completed a paper survey that measured their behaviors while ordering with each method and asked participants to indicate total purchase amount. Results of 192 surveys indicated to different extents that consumer behaviors were more positive with kiosk technology. Affective attitude results, however, were insignificant. On average, kiosk technology was found to be a faster method of ordering in quick-service restaurants, but it yielded less sales than when the consumer ordered from a cashier.
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Mansurov, Behzod, and Richard Rosengren. "SELF-SERVICE TECHNOLOGIES : INVESTIGATION ON HOW SELF-SERVICE TECHNOLOGIES INFLUENCE THE CONSUMER’S PERCEPTION OF QUALITY." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-36041.

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Papadopoulos, Petros. "Self-organising service composition in open service-oriented architecture systems." Thesis, Glasgow Caledonian University, 2012. https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.688278.

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Robertson, Rachael. "Veterans’ Service Experiences in Healthcare: a Self-service Technology Orientation." Thesis, University of North Texas, 2013. https://digital.library.unt.edu/ark:/67531/metadc500005/.

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This work focuses on how to improve medical services for veterans in a manner that will result in high levels of satisfaction and attainment of needed services. This research assess how veterans access healthcare and receive service. The problem to be addressed relates to reports by veteran healthcare organizations regarding the presence of gaps in coverage and customer service disparities in healthcare. Common concerns involve the gaps between veterans’ expectations for services and the provided services. This study created a survey instrument that contextualized components of established scales along with demographics and constructs specific to the current study. This study assessed the relationships among a variety of constructs and dimensions with healthcare expectations and service quality using a series of simple regressions. The results showed a statistically significant relationship between quality and the use or intention to use technology. The study supports the contention that respondents are willing to use self-service technologies. Technology that incorporates digital devices into healthcare services offers an opportunity to bridge service gaps and holds a promise for giving veterans faster access to service and care in a beneficial manner.
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COSTA, TITO MENDES DA. "SOCIAL CRM THROUGH SELF-SERVICE TECHNOLOGIES." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2014. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=24495@1.

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As gerações atuais (Y, Z, Me...) são conhecidas como as Gerações Silenciosas pois fazem uso extensivo de mecanismos de mídias sociais e serviços de mensagem (SMS e mais recentemente Whatsapp) em lugar de serviços de voz. Tais gerações, que começam a ser responsáveis por grande parte do mercado consumidor, se sentem mais à vontade com a troca de mensagens vis-à-vis as relações diretas que normalmente ocorrem na comercialização de serviços e suporte pós-venda, facilitando a ampliação do escopo de soluções de auto-serviço e auto-atendimento para esse público. Nesse prisma, torna-se interessante entender de que forma esses novos consumidores se comportam nas mídias sociais e as relações e questões que os levam a adotar novas tecnologias e consumir novos produtos e serviços que podem trazer implicações significativas tanto para a evolução da teoria acadêmica como para gestores de empresas. No presente estudo é proposto um modelo conceitual para avaliação da intenção de adoção de uma nova tecnologia, integrando relações de endosso nas mídias sociais aos efeitos moduladores que o Narcisismo Social (narcisismo nas mídias sociais) podem causar sobre a dimensão afetiva uma vez que o consumo em si não seja uma necessidade fim, mas sim um meio para se auto afirmar. Surveys online com consumidores de serviço de telefonia móvel foram analisados através de equações estruturais afim de se testar se as hipóteses criadas através de indícios de relações observados na revisão da literatura foram ou não confirmadas.
Current generations (Y, Z, Me...) are known as the Silent Generation because they make extensive use of mechanisms of social media and messaging (SMS and more recently Whatsapp) rather than voice services. Such generations, which begin to be responsible for much of the consumer market, feel more comfortable with the message exchange instead of direct relations that normally occur in services commercialization and post-sales support, facilitating the expansion self-service solutions for this public. In this perspective, it is interesting to understand how these new consumers behave in social media and the relationships and issues that lead them to adopt new technologies and consume new products and services that can bring significant implications for the evolution of both academic theory and for managers. In the present study we propose a conceptual model to evaluate the intention to adopt a new technology, integrating the social relations of endorsement to the modulatory effects that social media Narcissism (Narcissism in social media) may have on the affective dimension since consumption itself is not an end but rather a means to assert themselves. Online surveys with mobile phone service consumers were analyzed through structures equation modeling in order to test if the hypotheses created by evidence of the relationships observed in the literature review were confirmed or not.
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Books on the topic "Self-service"

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Berriman, Annie. Grammaire: Self-service. Winchester: Revilo Language Cards, 1997.

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Oracle self-service applications. New York: McGraw-Hill Osborne Media, 2010.

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Holloway, Ian. Self-reliance through service. Hantsport, N.S: [s.n.], 1988.

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Harms, Ann-Kathrin. Adoption technologiebasierter Self-Service-Innovationen. Wiesbaden: Deutscher Universitätsverlag, 2002. http://dx.doi.org/10.1007/978-3-322-89657-5.

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Salomann, Harald. Internet Self-Service in Kundenbeziehungen. Wiesbaden: Gabler, 2008. http://dx.doi.org/10.1007/978-3-8349-9682-4.

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Purchasing for food service: Self-instruction. Ames, Iowa: Iowa State University Press, 1985.

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Stewardship: Choosing service over self-interest. San Francisco: Berrett-Koehler Publishers, 1993.

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DeGroh, Teresa. Standards for self-service storage facilities. Chicago, IL (1313 E. 60th St., Chicago 60637): American Planning Association, 1986.

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Commission on Fire Accreditation International. Fire & emergency service self-assessment manual. 8th ed. Chantilly, Va: Center for Public Safety Excellence, Inc., 2009.

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Groh, Teresa De. Standards for self-service storage facilities. Chicago, IL: American Planning Association, 1986.

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Book chapters on the topic "Self-service"

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Elvy, B. H. "Self-Service." In How to Appreciate Your Customers, 31–47. London: Palgrave Macmillan UK, 1995. http://dx.doi.org/10.1007/978-1-349-13289-8_3.

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Gassmann, Oliver, Karolin Frankenberger, and Michaela Choudury. "Self-Service." In Geschäftsmodelle entwickeln, 322–25. München: Carl Hanser Verlag GmbH & Co. KG, 2020. http://dx.doi.org/10.3139/9783446467620.048.

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Gassmann, Oliver, Karolin Frankenberger, and Michaela Csik. "Self-Service." In Geschäftsmodelle entwickeln, 300–304. München: Carl Hanser Verlag GmbH & Co. KG, 2017. http://dx.doi.org/10.3139/9783446452848.048.

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Gassmann, Oliver, Karolin Frankenberger, and Michaela Csik. "Self-Service." In Geschäftsmodelle entwickeln, 220–22. München: Carl Hanser Verlag GmbH & Co. KG, 2013. http://dx.doi.org/10.3139/9783446437654.048.

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Gassmann, Oliver, Karolin Frankenberger, and Michaela Choudury. "Object Self-Service." In Geschäftsmodelle entwickeln, 382–86. München: Carl Hanser Verlag GmbH & Co. KG, 2020. http://dx.doi.org/10.3139/9783446467620.061.

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Dinsmore, Thomas W. "Self-Service Analytics." In Disruptive Analytics, 199–230. Berkeley, CA: Apress, 2016. http://dx.doi.org/10.1007/978-1-4842-1311-7_9.

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Zagel, Christian. "Experiential Self-Service Systems." In Service Fascination, 137–256. Wiesbaden: Springer Fachmedien Wiesbaden, 2015. http://dx.doi.org/10.1007/978-3-658-11673-6_4.

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Sims, Roderick. "Design Alchemy: Self-Service." In Design Alchemy, 213–28. Cham: Springer International Publishing, 2013. http://dx.doi.org/10.1007/978-3-319-02423-3_13.

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Carter, Susan. "Teaching, Research, Service, Self." In Academic Identity and the Place of Stories, 55–80. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-43601-8_4.

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Aspin, Adam. "Self-Service Business Intelligence." In High Impact Data Visualization with Power View, Power Map, and Power BI, 1–18. Berkeley, CA: Apress, 2014. http://dx.doi.org/10.1007/978-1-4302-6617-4_1.

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Conference papers on the topic "Self-service"

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Thomas, Jakita O., Yolanda A. Rankin, and Neil Boyette. "Self service technologies." In the Symposium. New York, New York, USA: ACM Press, 2009. http://dx.doi.org/10.1145/1641587.1641596.

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Butt, Shakeel, H. Andrés Lagar-Cavilla, Abhinav Srivastava, and Vinod Ganapathy. "Self-service cloud computing." In the 2012 ACM conference. New York, New York, USA: ACM Press, 2012. http://dx.doi.org/10.1145/2382196.2382226.

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Deussen, Peter H., and Edzard Hofig. "Self-organizing service supervision." In 2007 2nd Bio-Inspired Models of Network, Information and Computing Systems (BIONETICS). IEEE, 2007. http://dx.doi.org/10.1109/bimnics.2007.4610120.

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Lipphardt, Martin, Jana Neumann, and Christian Werner. "Self-organizing service distribution." In the 6th ACM conference. New York, New York, USA: ACM Press, 2008. http://dx.doi.org/10.1145/1460412.1460466.

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Searles, Patricia. "Self-managed service teams." In the 25th annual ACM SIGUCCS conference. New York, New York, USA: ACM Press, 1997. http://dx.doi.org/10.1145/266064.266778.

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H. Deussen, Peter, and Edzard Höfig. "Self-organizing Service Supervision." In 2nd International ICST Conference on Bio-Inspired Models of Network, Information, and Computing Systems. IEEE, 2007. http://dx.doi.org/10.4108/icst.bionetics2007.2461.

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Billestrup, Jane, Nis Bornø, Anders Bruun, and Jan Stage. "Usability problems found across public self-service applications and self-service providers." In the 28th Australian Conference. New York, New York, USA: ACM Press, 2016. http://dx.doi.org/10.1145/3010915.3011839.

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Mietzner, Ralph, and Frank Leymann. "A self-service portal for service-based applications." In 2010 IEEE International Conference on Service-Oriented Computing and Applications (SOCA). IEEE, 2010. http://dx.doi.org/10.1109/soca.2010.5707165.

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Ding, Ding, Lei Liu, and Hartmut Schmeck. "Service Discovery in Self-Organizing Service-Oriented Environments." In 2010 Asia-Pacific Services Computing Conference (APSCC). IEEE, 2010. http://dx.doi.org/10.1109/apscc.2010.74.

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Aleksandrov, Oleg, and Elena Dobrolyubova. "Public Service Delivery through Automated Self-Service Kiosks." In EGOSE '15: Challenges in Eurasia. New York, NY, USA: ACM, 2015. http://dx.doi.org/10.1145/2846012.2846048.

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Reports on the topic "Self-service"

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Aldrich, Susan. Knova Self-Service V.6.5: Self-Service and Support Search Solution. Boston, MA: Patricia Seybold Group, March 2006. http://dx.doi.org/10.1571/pr3-3-06cc.

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Aldrich, Susan. Knova Self-Service V.6: Self-Service and Support Search Solution. Boston, MA: Patricia Seybold Group, June 2005. http://dx.doi.org/10.1571/pr8-26-04cc.

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Aldrich, Susan. Self-Service CX Performance. Boston, MA: Patricia Seybold Group, July 2009. http://dx.doi.org/10.1571/ii07-30-09cc.

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Kramer, Mitchell. KNOVA Self-Service 7.1. Boston, MA: Patricia Seybold Group, December 2006. http://dx.doi.org/10.1571/pr12-07-06cc.

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Kramer, Mitchell. Customer Self-Service at Xerox. Boston, MA: Patricia Seybold Group, February 2007. http://dx.doi.org/10.1571/td02_15_07cc.

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Kramer, Mitchell. Customer Self-Service at Verizon. Boston, MA: Patricia Seybold Group, August 2006. http://dx.doi.org/10.1571/td8-10-06cc.

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Kramer, Mitchell. Customer Self-Service at Apple. Boston, MA: Patricia Seybold Group, September 2006. http://dx.doi.org/10.1571/td9-28-06cc.

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Kramer, Mitchell. Customer Self-Service at Comcast. Boston, MA: Patricia Seybold Group, September 2006. http://dx.doi.org/10.1571/td9-7-06cc.

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Kramer, Mitchell. Customer Self-Service at Sovereign Bank. Boston, MA: Patricia Seybold Group, November 2006. http://dx.doi.org/10.1571/td11-02-06cc.

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Kramer, Mitchell. Customer Self-Service at Verizon Wireless. Boston, MA: Patricia Seybold Group, July 2006. http://dx.doi.org/10.1571/td7-27-06cc.

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