Transcript of "Development of the self service ideology"
DEVELOPMENT OF THE SELF-SERVICE IDEOLOGY<br />Eva Brander<br />Juho Koski<br />Katariina Lindstedt<br />Juho Seppä<br />
Self-Service Technologies<br />Self-Service Technologies (SSTs) are technological interfaces allowing customers to produce services independent of involvement of direct service employee. <br />Self service technologies are replacing many face-to-face service interactions with the intention to make service transactions more accurate, convenient and faster.<br />
THE MARCH OF MACHINES<br />TIMELINE OF SELF-SERVICE<br />
The IT revolution affecting the ideology of Self-Service<br />E-Commerce, E-services<br />Cost-efficiency for both parties during any transaction.<br />Business applications support consumers’ acts in the Internet and in the same time create valuable data for the selling company.<br />B2b, B2c and b2c –markets are all in the Internet.<br />
The change is constant<br />The switch to self-service shopping was not a quick and easy conversion<br />People were confused to shop without actual service by other people<br />Even as late as 1963, only 13,000 of the 580,000 shops operating in the UK were self-service <br />It took a while for Brits to come around to the idea of losing these personal relationships<br />Then came all the different machines and different computer based systems<br />Human service versus Robots and machines. Depents of customers and products<br />Most modern version of self-service is online shopping which started in mid 90s<br />Personalizedself-service? What is the next big step in self-service?<br />
Customer perspective for using SSTAdvantages<br />Benefits<br />Time and cost savings<br />Greater control over the service delivery<br />Reduced waiting time<br />A higher perceived level of customization<br />Convenience of location<br />Fun or enjoyment from using the technology <br />Efficiency<br />Flexibility<br />Spontaneous delight<br />
Advantages<br />Easy to use<br />More convenient than the alternatives<br />Allows customers to purposely avoid contact with the provider´s personnel<br />
Customerperspective for using SSTDisadvantages<br /><ul><li>Can be a cause for anxiety and stress for customers who are not comfortable with the technologies and their use
Some consumers are unsure of how problems in dealing with the technology will be resolved
Certain customers will consider the costs of learning the new technology and switching to using it to be too great to be worthwhile</li></li></ul><li>Disadvantages<br />No longerpersonalcontactwith the cashier<br />Loss of jobs?<br />
Company´spoint of view<br />Using self-service technologies can:<br />increase speed of delivery, precision, and customization<br />reduce costs; increase productivity<br />improve competitiveness and increase market share<br />increase customer satisfaction and customer loyalty; and differentiate through a technological reputation<br />Customersatisfactioncanbearguedabout?<br />
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