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Volume 13, Issue 6
1 December 2003
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 13, Issue 6
Viewpoint| December 01 2003

Is self‐service the future of services? Available to Purchase

James A. Fitzsimmons
James A. Fitzsimmons
William H. Seay Centennial Professor of Management at the University of Texas at Austin, Austin, Texas, USA
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
2003
Managing Service Quality: An International Journal (2003) 13 (6): 443–444.
https://doi.org/10.1108/09604520310506496

Describes all the automated processes that can be utilised when making a business trip and how human interaction within the service sector has been replaced by machines. This has the potential for customization, accuracy, convenience and speed, dependent on individual customer acceptance of the new system.

Keywords:
Automation, Self‐service, Service industries
© MCB UP Limited
2003
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