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Keywords: Customer empowerment
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Journal Articles
Journal of Hospitality and Tourism Technology (2026) 17 (4): 976–992.
Published: 08 October 2025
...Liu Ting; Jiseon Ahn Purpose Many organizations are using self-service technology ( SST ) to improve customer experience and company performance. This study aims to examine how SST affects customer empowerment in the hospitality industry because the feelings of autonomy that customers derive...
