...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...

..., paper menus with text only, paper menus with text and images, digital menus that show text and images or text and video with self-service technological functionality, are designed to empirically examine a mental process through which perceived information quality, perceived food quality and perceived...

...EunPyo Hong; Jiseon Ahn Purpose Understanding customers’ experiences with self-service technology (SST) is of high importance to service research. Previous research, however, has mainly focused on customers who are adept in using SST services. This study aims to provide insights into the under...