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Journal articles on the topic 'Self-service'

To see the other types of publications on this topic, follow the link: Self-service.

Author: Grafiati

Published: 4 June 2021

Last updated: 27 April 2022

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1

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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2

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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3

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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4

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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5

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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6

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

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7

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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8

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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9

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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10

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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11

Collier, Joel E., and Donald C. Barnes. "Self-service delight: Exploring the hedonic aspects of self-service." Journal of Business Research 68, no. 5 (May 2015): 986–93. http://dx.doi.org/10.1016/j.jbusres.2014.09.036.

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12

Collier, Joel E., Michael Breazeale, and Allyn White. "Giving back the “self” in self service: customer preferences in self-service failure recovery." Journal of Services Marketing 31, no. 6 (September 11, 2017): 604–17. http://dx.doi.org/10.1108/jsm-07-2016-0259.

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Purpose When a failure occurs with a self-service technology (SST), do customers want to give back the “self” in self-service? The authors explore employee’s role in a self-service failure and how the presence of other customers can change that role. Specifically, they examine how the self-monitoring of customers behavior during a failure can change recovery preferences. Design/methodology/approach Data were collected from customers of a movie self-service ticket kiosk and a grocery self-checkout. Three experiments were conducted. Findings Results from these studies find that customers want employees to fully take over a transaction after a failure if it takes place in isolation. If other patrons are present or waiting in line, then customers prefer the employee to simply correct the problem and let them complete the transaction. Finally, the servicescape along with the presence of other customers in a self-service area can induce self-monitoring behaviors and alter optimal recovery strategies. Research limitations/implications These findings have implications on the appropriate amount of recovery assistance customers need in a self-service experience. Practical implications This research reveals the social and functional complexities associated with executing a satisfactory SST failure recovery, particularly with respect to determining the extent to which the employee or customer should control the attempt. Originality/value This is the first study to examine the employee’s role in a self-service failure. While other studies have examined customers’ intentions in a self-service failure, authors examine how a service provider can assist in the recovery of a self-service failure.

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13

van den Besselaar, Peter. "Selection committee membership: Service or self-service." Journal of Informetrics 6, no. 4 (October 2012): 580–85. http://dx.doi.org/10.1016/j.joi.2012.05.003.

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14

Sigwald, Richard. "Self-Service Customer Service Models in Libraries." Journal of Library Administration 56, no. 4 (May 4, 2016): 453–78. http://dx.doi.org/10.1080/01930826.2016.1157429.

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15

Beatson, Amanda, Nick Lee, and Leonard V. Coote. "Self-Service Technology and the Service Encounter." Service Industries Journal 27, no. 1 (January 2007): 75–89. http://dx.doi.org/10.1080/02642060601038700.

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16

Alpar, Paul, and Michael Schulz. "Self-Service Business Intelligence." Business & Information Systems Engineering 58, no. 2 (February 15, 2016): 151–55. http://dx.doi.org/10.1007/s12599-016-0424-6.

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17

Burk, Roberta. "Self-Service Interlibrary Loan." Reference Librarian 45, no. 93 (April 21, 2006): 73–82. http://dx.doi.org/10.1300/j120v45n93_06.

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18

Eriksson, Kai, and Henri Vogt. "On self-service democracy." European Journal of Social Theory 16, no. 2 (November 20, 2012): 153–73. http://dx.doi.org/10.1177/1368431012459693.

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19

Clarke, Paul, Grace Tyrrell, and Tadhg Nagle. "Governing self service analytics." Journal of Decision Systems 25, sup1 (June 10, 2016): 145–59. http://dx.doi.org/10.1080/12460125.2016.1187385.

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20

Röniger, Oliver. "Self-Service Analytics Unlimited." Controlling & Management Review 62, no. 2 (March 2018): 14–23. http://dx.doi.org/10.1007/s12176-017-0137-9.

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21

Deback, Claire. "Autotest, biologie self-service ?" Revue Francophone des Laboratoires 2021, no. 537 (December 2021): 1. http://dx.doi.org/10.1016/s1773-035x(22)00001-6.

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22

Jagals, Marvin, Erik Karger, and und Marco Boehle. "Self-Service Business Intelligence." Controlling 33, no. 6 (2021): 50–56. http://dx.doi.org/10.15358/0935-0381-2021-6-50.

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Self-Service BI gestattet Fachbereichen innerhalb einer Organisation in Eigenverantwortung Analysen zu erstellen. In der Praxis existieren dazu jedoch besonders auf Managementebene diverse Herausforderungen. Im Rahmen dieses Beitrags werden Gestaltungsempfehlungen erörtert, die der Managementpraxis zu einer erfolgreichen Implementierung verhelfen.

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23

Ding, Xin, Rohit Verma, and Zafar Iqbal. "Self‐service technology and online financial service choice." International Journal of Service Industry Management 18, no. 3 (July 3, 2007): 246–68. http://dx.doi.org/10.1108/09564230710751479.

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24

van Beuningen, Jacqueline, Ko de Ruyter, Martin Wetzels, and Sandra Streukens. "Customer Self-Efficacy in Technology-Based Self-Service." Journal of Service Research 11, no. 4 (December 29, 2008): 407–28. http://dx.doi.org/10.1177/1094670509333237.

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25

Nelson, Harold G. "Being in service: lip service? room service? self-service? protective or military service? social or public service? full service?" Systems Research and Behavioral Science 19, no. 5 (September 3, 2002): 407–16. http://dx.doi.org/10.1002/sres.497.

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26

Elgahwash, Fouad Omran, and Mark Bruce Freeman. "Self-Service Technology Banking Preferences." International Journal of Intelligent Information Technologies 9, no. 2 (April 2013): 7–20. http://dx.doi.org/10.4018/jiit.2013040102.

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Technology-enabled banking services are currently being implemented in developing countries. This research examines how citizens of developing countries adapt to these changes in their banking services. Technological expansion has been occurring in the Arabic region since the 1980s; however, the focus has been on trade and services offered by industries. The banking sector is an information intensive industry and should be at the forefront of advanced use of Information and Communication Technologies (ICTs). The banking sector has started to utilize technology-enabled services through the Internet and mobile devices, with the goal of improving customer relationships by empowering customers. One common trend is increasing the use of self-service technologies, which are facilitated by ICTs. This study discusses how Libyan banks should focus their technology strategies to relate to customers, reduce costs and improve services, achieved through the use of a survey completed by customers who have become accustomed to technology-enabled banking services in the developed world. The current availability of technology-enabled banking services in Libya is limited. This paper presents a comparative review of the use of technology-enabled banking services by Libyans when they are in Libya and whilst they are in Australia (a foreign developed country where Libyans are furthering their education).

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27

Bitner, Mary Jo, Amy L. Ostrom, and Matthew L. Meuter. "Implementing successful self-service technologies." Academy of Management Perspectives 16, no. 4 (November 2002): 96–108. http://dx.doi.org/10.5465/ame.2002.8951333.

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28

Stevens, Ruth S., Patricia Bravender, and Caralee Witteveen-Lane. "Self-Service Holds in Libraries." Reference & User Services Quarterly 52, no. 1 (September 1, 2012): 33–43. http://dx.doi.org/10.5860/rusq.52n1.33.

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29

Friedrich, Gerhard. "Self-Healing Service-Based Processes." Electronic Proceedings in Theoretical Computer Science 123 (July 31, 2013): 1. http://dx.doi.org/10.4204/eptcs.123.1.

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30

Clarke, Jenni. "Self-service with a smile." Early Years Educator 21, no. 4 (August 2, 2019): S5—S6. http://dx.doi.org/10.12968/eyed.2019.21.4.s5.

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Good nutrition is not just about choosing the best foods to eat – it's also about children developing the skills to handle jugs, cups and cutlery, giving them the confidence to make their own healthy choices.

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31

Zambonelli, Franco, Gabriella Castelli, Laura Ferrari, Marco Mamei, Alberto Rosi, Giovanna Di Marzo, Matteo Risoldi, et al. "Self-aware Pervasive Service Ecosystems." Procedia Computer Science 7 (2011): 197–99. http://dx.doi.org/10.1016/j.procs.2011.09.006.

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32

Ramaseshan, B., Russel Philip Kingshott, and Alisha Stein. "Firm self-service technology readiness." Journal of Service Management 26, no. 5 (October 19, 2015): 751–76. http://dx.doi.org/10.1108/josm-08-2014-0216.

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Purpose – Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies, firms have jumped on the bandwagon without considering their own readiness to use SST. To date, there has been no systematic attempt to develop a valid scale of firm SST readiness and assess its influence on firm performance. The purpose of this paper is to present and validate a multidimensional firm SST readiness scale. Design/methodology/approach – A series of studies was conducted for the development and validation of the firm SST readiness scale. Study 1 included generating items from semi-structured interviews with managers and an extensive literature review. Study 2 comprised item reduction and identifying the dimensionality of the scale through exploratory factor analysis (n=177 participants from service organizations). The reliability and validity of the scale were tested in Study 3 by performing confirmatory factor analysis using data obtained from managers of service organizations in the USA (n=257). Study 4 measured the predictive validity of the firm SST readiness instrument using several structural models. Findings – This paper proposes a new multidimensional construct labelled “firm SST readiness”, consisting of four dimensions: managerial acquiescence, customer alignment, employee engagement, and channel integration. The predictive validity of the new scale on two key firm outcome variables: customer value and firm performance is also demonstrated. Originality/value – This is the first study to provide a comprehensive, psychometrically sound, and operationally valid measure of firm SST readiness.

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33

Tibbles, Rosamund, Lizzy Bovill, Cormac Breen, and Katie Vinen. "Haemodialysis: a self-care service." Nursing Management 15, no. 10 (March 10, 2009): 28–34. http://dx.doi.org/10.7748/nm2009.03.15.10.28.c6885.

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34

Pujari, Devashish. "Self‐service with a smile?" International Journal of Service Industry Management 15, no. 2 (April 2004): 200–219. http://dx.doi.org/10.1108/09564230410532510.

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35

Paik, H. Y., B. Benatallah, and F. Toumani. "Toward Self-Organizing Service Communities." IEEE Transactions on Systems, Man, and Cybernetics - Part A: Systems and Humans 35, no. 3 (May 2005): 408–19. http://dx.doi.org/10.1109/tsmca.2004.846402.

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36

Collins, L. "Mobile networks go self-service." Engineering & Technology 5, no. 9 (June 19, 2010): 58–61. http://dx.doi.org/10.1049/et.2010.0917.

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37

Vizcarrondo, J., J. Aguilar, E. Exposito, and A. Subias. "ARMISCOM: self-healing service composition." Service Oriented Computing and Applications 11, no. 3 (August 24, 2017): 345–65. http://dx.doi.org/10.1007/s11761-017-0217-x.

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38

Gohr, Steffanie. "Zwischen Self Service und Individualberatung." Call Center Profi 13, no. 8 (December 2010): 16–21. http://dx.doi.org/10.1007/bf03253940.

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39

Kull, Thorsten, and Niklaus H. Waser. "Kosten senken durch Self Service." Call Center Profi 3, no. 8 (August 2000): 30–33. http://dx.doi.org/10.1007/bf03254540.

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40

Connell, Shaun, Sayali Tambe, and Kalyani Shirsath. "Android Based Interactive Service for Self – Learning on Set Top Box." International Journal of Trend in Scientific Research and Development Volume-2, Issue-3 (April 30, 2018): 1538–42. http://dx.doi.org/10.31142/ijtsrd11454.

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41

Khare, Surbhi, and Dr Uday Kumar. "Survey on Security in Cloud Hosted Service and Self Hosted Services." International Journal of Trend in Scientific Research and Development Volume-2, Issue-5 (August 31, 2018): 812–19. http://dx.doi.org/10.31142/ijtsrd15941.

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42

Narteh, Bedman. "Perceived service quality and satisfaction of self-service technology." International Journal of Quality & Reliability Management 32, no. 4 (April 7, 2015): 361–80. http://dx.doi.org/10.1108/ijqrm-08-2012-0113.

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Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience, reliability, ease of use, privacy and security, responsiveness and fulfillment to be the major dimensions of ATM service quality. Apart from security and privacy, these dimensions are significantly related to customer satisfaction. Practical implications – The ATM quality dimensions found in this study provide practical guidelines for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a sense of what issues to focus on in order to improve service delivery through the ATMs. Originality/value – The ATM service quality dimensions found in this study have enriched knowledge in electronic banking usage in developing countries such as Ghana. In addition, the study also provides bank managers with insights into how to improve customer satisfaction in retail banking through the usage of ATMs.

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43

Kridel, Don, and Daniel Dolk. "Automated self-service modeling: predictive analytics as a service." Information Systems and e-Business Management 11, no. 1 (December 13, 2011): 119–40. http://dx.doi.org/10.1007/s10257-011-0185-1.

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44

Lee, Hyun-Joo, and Kiseol Yang. "Interpersonal service quality, self-service technology (SST) service quality, and retail patronage." Journal of Retailing and Consumer Services 20, no. 1 (January 2013): 51–57. http://dx.doi.org/10.1016/j.jretconser.2012.10.005.

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45

Köcher, Sören, and Stefanie Paluch. "“My bad”: investigating service failure effects in self-service and full-service settings." Journal of Services Marketing 33, no. 2 (April 8, 2019): 181–91. http://dx.doi.org/10.1108/jsm-03-2018-0096.

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PurposeCompanies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).Design/methodology/approachTwo 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and non-technological contexts (i.e. ticket purchase and furniture assembly) were conducted.FindingsStudy results reveal that although service failures have a similar negative impact on satisfaction across both full-services and self-services, in the self-service context, the negative effect on the willingness to use the same service delivery mode again is attenuated.Research limitations/implicationsBy emphasizing the role of customers’ active involvement in the service delivery process, the study extends previous knowledge regarding customer response to service failures in different service settings.Practical implicationsBy highlighting that self-service customers’ future behavioral intentions are less severely affected by service failures, the authors present an additional feature of customer involvement in service delivery processes that goes beyond the previously recognized advantages.Originality/valueDespite the abundance of research on the effects of failure attributions, previous studies have predominantly examined main effects of attributions on customer responses, such that insights into potential moderating effects of failure attributions on established relationships – as investigated in this study – are still scarce.

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46

Aktag, Isil. "Changes in computer self-efficacy of pre-service teachers in physical education." International Journal of Academic Research 5, no. 6 (December 10, 2013): 169–77. http://dx.doi.org/10.7813/2075-4124.2013/5-6/b.27.

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47

Jung, Changhee, and Seok-Won Lee. "Service-Dependability-Case based Self-Adaptation in Service-Oriented Environment." Journal of KIISE 42, no. 11 (November 15, 2015): 1339–48. http://dx.doi.org/10.5626/jok.2015.42.11.1339.

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48

Boon-itt, Sakun. "Managing self-service technology service quality to enhance e-satisfaction." International Journal of Quality and Service Sciences 7, no. 4 (November 16, 2015): 373–91. http://dx.doi.org/10.1108/ijqss-01-2015-0013.

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Purpose – The purpose of this paper is to address, by integrating the self-service technology (SST) adoption and technology acceptance models, the service quality of self-service technologies (SQ-SSTs) by empirically testing a comprehensive model that capture the antecedents and consequences of SQ-SSTs to predict e-satisfaction in the context of digital banking in Thailand. Design/methodology/approach – A questionnaire was constructed and responses were obtained from 222 respondents who have a complete digital banking experience (both online and mobile banking). Hypotheses were tested using structural equation modelling, following a mediating analysis process. Findings – Results show that technology readiness (TR) as the antecedent has an influence on SQ-SSTs, which in turn improve e-satisfaction. The paper also found that even though SQ-SSTs can positively influence e-satisfaction, perceived value partial mediates the link between SQ-SSTs and e-satisfaction. Research limitations/implications – Further research should investigate the possible influence that some situational factors may have on the model. Factors, such as waiting time and the presence of other customers, should be taken into consideration in future studies. Practical implications – Managers may, therefore, particularly wish to consider TR and customers’ perceived value when trying to offer SSTs to the customer. Originality/value – The results contribute to the literature in information systems and service marketing by highlighting a key mechanism through which firms can enhance SQ-SSTs and e-satisfaction.

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49

Merrilees, Bill, and Dale Miller. "Superstore interactivity: a new self‐service paradigm of retail service?" International Journal of Retail & Distribution Management 29, no. 8 (August 2001): 379–89. http://dx.doi.org/10.1108/09590550110396953.

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50

Freitas, André Luís Policani, and Marta Duarte De Barros. "Service quality and gender differences in Brazilian self-service restaurants." International Journal of Services, Economics and Management 7, no. 2/3/4 (2016): 198. http://dx.doi.org/10.1504/ijsem.2016.081863.

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