... judgments and decisions from consumers. Originality/value It demonstrates how, when and why age affects the intention to visit service providers that adopt self-service technologies. This research suggests that as age increases, consumers like human service better, but they do not resist self-service...

...Nadia Zainuddin; Leona Tam; Angie McCosker © Emerald Group Publishing Limited 2016 Emerald Group Publishing Limited Licensed re-use rights only A proposed model of value self-creation was developed and empirically tested in a health care self-service, bowel screening. An online, self...

...Toni Hilton; Tim Hughes; Ed Little; Ebi Marandi Purpose – Employees have traditionally played a major role in the customer's service experience. Yet self-service technology (SST) replaces the customer-service employee experience with a customer-technology experience. This paper seeks to use...

.... Practical implications This paper shows the importance of keeping some aspects of the human touch in customer encounters with the firm. Firms cannot rely on self‐service technology for all services. Originality/value This paper fulfills a gap in the existing services literature, with a specific focus...

...Lawrence F. Cunningham; Clifford E. Young; James Gerlach Purpose Few marketing studies look at service classifications for self‐service technologies (SSTs) and none directly compare consumer‐based perceptions of traditional services to SSTs. To fill this gap, this study aims to examine how...

...Lukas P. Forbes Purpose This paper aims to focus on non‐internet‐based self‐service technologies through the presentation of failure and recovery strategies employed by service firms using self‐service forms of interaction. Design/methodology/approach The paper employs the critical incident...

... of success. This research aims to focus on the examination of factors that influence consumer attitudes toward, and adoption of, self‐service technologies (SSTs). Design/methodology/approach A conceptual model of the adoption process for SSTs is developed and tested across three different technologies...

...Jungki Lee; Arthur Allaway A new literature is emerging around the role of self‐service technologies (SSTs) such as airline ticketing machines, automatic teller machines, and computer‐based shopping services in the strategic offering of service providers. SSTs allow (or force) consumers to help...

..., acknowledging customers’ differences in their preferences toward human interaction and self‐service technology. © MCB UP Limited 2002 Banking Direct marketing Financial services Technology Self‐service Direct marketing Due to rapid advances in technology within the last 30 years...