Table II Contrasting self-service... | Emerald Publishing

Table II

Contrasting self-service technologies (SSTs) with service robots

Dimension	SST	Service robots
Service scripts and roles	Customers have to learn the service script and role, and follow it closely	Flexible interaction and scripts are supported
	Are ideally self-explanatory and intuitive, but customers still have to navigate through the interaction	Can guide the customer through the service process very much like a service employee would
Customer error tolerance	Generally do not function well when customers make errors or use the SST incorrectly	Will be error tolerant
	Generally are not effective in recovering customer errors	Can recover customer errors and guide the customer
Service recovery	The service process tends to break down when there is a service failure; recovery is unlikely within the technology	Can recover the service by offering alternative solutions very much like a service employee could

Dimension	SST	Service robots
Service scripts and roles	Customers have to learn the service script and role, and follow it closely	Flexible interaction and scripts are supported
	Are ideally self-explanatory and intuitive, but customers still have to navigate through the interaction	Can guide the customer through the service process very much like a service employee would
Customer error tolerance	Generally do not function well when customers make errors or use the SST incorrectly	Will be error tolerant
	Generally are not effective in recovering customer errors	Can recover customer errors and guide the customer
Service recovery	The service process tends to break down when there is a service failure; recovery is unlikely within the technology	Can recover the service by offering alternative solutions very much like a service employee could