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Adopting self service technology to do more with less

Hilton, Toni and Hughes, Tim and Little, Ed and Marandi, Ebi (2010) Adopting self service technology to do more with less. In: Ballantine, Paul and Finsterwalder, Jörg, (eds.) Doing more with less: the proceedings of the Annual ANZMAC Conference, 29 November - 1 December 2010, University of Canterbury, Christchurch, New Zealand. Department of Management, College of Business and Economics, University of Canterbury. ISBN 9780473178208

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Official URL: http://anzmac2010.org/proceedings/pdf/anzmac10Fina...


Using the Service-Dominant Logic framework we consider the adoption of Self-Service Technologies (SST) by organizations seeking to do more with less. Qualitative research among UK customers suggests the need to clarify the resources (operant and operand) that both resource integrators (customer and organization) contribute and the processes that integrate the tasks performed by customers and employees to co-create value. Organizations need to manage customers as partial employees: identify the co-production tasks and ensure that customers have the requisite knowledge and skills to perform those tasks. The new employee roles also require managerial consideration as they replace service delivery tasks with ‘self-service recovery’ tasks.

Item Type:Book Section
Uncontrolled Keywords:Self-service Technology; Operant Resources; Co-production; Service-dominant logic
Research Community:University of Westminster > Westminster Business School
ID Code:9563
Deposited On:29 Jul 2011 10:19
Last Modified:29 Jul 2011 10:19

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