Adopting self service technology to do more with less

Hilton, Toni, Hughes, Tim, Little, Ed and Marandi, Ebi (2010) Adopting self service technology to do more with less. In: 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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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
Subjects: University of Westminster > Westminster Business School
Depositing User: Miss Nina Watts
Date Deposited: 29 Jul 2011 09:19
Last Modified: 29 Jul 2011 09:19

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