598ef07 Sst

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598ef07 Sst

  1. 1. Amity Business School MBA Class of 2010, Semester III Self Service Technologies Prof. P K Bansal
  2. 3. Self-Service Technologies <ul><li>SSTs are technological interfaces that allow customers </li></ul><ul><li>to produce services independent of direct service </li></ul><ul><li>employee involvement. </li></ul><ul><li>Positives: </li></ul><ul><li>SSTs bail customers out of difficult situations by accomplishing tasks even at odd hours. </li></ul><ul><li>Saves time , money and psychological costs. Internet, for completing transactions quickly or get internet loans and mortgages without anxiety. </li></ul><ul><li>Customers are impressed by one click ordering at websites e.g. amazon.com </li></ul>
  3. 4. <ul><li>Negatives : </li></ul><ul><li>They Fail : Sixty percent unhappy experiences are because of, broken machines, failed pin numbers, websites that were down etc. </li></ul><ul><li>They are poorly designed : Poorly designed technologies that are difficult to use or understand, making them feel it is not worth using them. Websites difficult to maneuver or reach for information. </li></ul><ul><li>There is no service recovery when SSTs fail. </li></ul><ul><li>Personal touch is missing. </li></ul>

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