Implementing Self-Service Technology To Gain Competitive Advantages

Authors

Chang-tseh Hsieh, University of Southern Mississippi

Abstract

Choosing, implementing and managing effective self-service technologies are challenging tasks for most firms. While some self-service technologies could be quickly adopted, others are resisted. This paper examines what a firm should consider in order to encourage customers to at least try, and eventually adopt, the SST offered by a firm into the customer's regular routine. Factors that encourage the customer to try a new self-service technology for the first time and factors impact customer satisfaction and dissatisfaction will be addressed. A practical guideline for developing and implementing successful SST will be proposed.

Recommended Citation

Hsieh, Chang-tseh (2005) "Implementing Self-Service Technology To Gain Competitive Advantages," Communications of the IIMA: Vol. 5: Iss. 1, Article 9.
DOI: https://doi.org/10.58729/1941-6687.1257
Available at: https://scholarworks.lib.csusb.edu/ciima/vol5/iss1/9