Sammanfattning Bakgrund - Den drastiska ökning beträffande utvecklingen av självbetjäningsteknologier de senaste decennierna, inte minst inom banksektorn, har medfört såväl möjligheter som utmaningar för användande kunder. En av dessa utmaningar är den frånvaro av mänsklig företagsinteraktion som tjänsteutövandet via dessa självbetjäningsteknologier medför vilket framförallt gör sig påtagligt i situationer av självbetjäningsmisslyckanden och en därefter påföljande åtgärdshanteringsprocess. I denna kritiska situation är det av vikt att som företag förstå sig på hur kunden upplever händelseförloppet i sin helhet för att med hjälp av en önskvärd åtgärdshanteringsprocess möjliggöra för att kundens upplevelse ter sig så positiv som möjligt trots ett inträffat självbetjäningsmisslyckande. Syfte - Baserat på tidigare forskning är syftet med denna uppsats att fördjupa förståelsen för kundens upplevelser och hur dessa tar sig uttryck vid processen av åtgärdshantering med anledning av ett självbetjäningsmisslyckande, samt de faktorer vilka influerar kundens upplevelser i denna situation. Metod - Denna uppsats tar avstamp i en kvalitativ forskningsmetod där 13 semistrukturerade intervjuer ligger till grund för insamlandet av studiens empiri. Studiens respondenter bestod av bankkunder inom olika bankverksamheter vilka alla upplevt ett tjänstemisslyckande samt en efterföljande åtgärdshanteringsprocess via bankens självbetjäningsteknologier. Slutsats - Ett självbetjäningsmisslyckande och en efterföljande åtgärdshanteringsprocess karakteriseras i form av att inledningsvis skapa negativa upplevelser hos kund, främst genom uttryckt frustration, besvär och stresspåslag, för att sedan i en helhetsbedömning vid processens slutskede lyfta fram allt mer positiva aspekter i koppling till upplevelsen. Faktorer vilka inverkar på kundens upplevelser i denna situation är tid, omgivning, förväntningar likväl som personalens bemötande, självbetjäningsteknologins teknologiska och designmässiga bemötande samt företagets regler och policys. Nyckelord - Kundupplevelser, rättviseteori, självbetjäningsteknologi, självbetjäningsmisslyckande, åtgärdshantering. / Abstract Background - The incredible increase in the development of self-service technologies during the recent decades, not least within the banking sector, has brought about opportunities as well as challenges for customers using the technologies. One of these challenges is the absence of human interaction with business personnel which the service performance through these technologies entails, which is especially evident in situations of self-service failures and a subsequent service recovery process. In this critical situation it is important for companies to understand how the customer experiences the sequence of events in its entirety in order to, by means of a desirable service recovery process, enable the customer’s experience to be as positive as possible despite an occurrence of a self-service failure. Purpose - Based on previous research, the purpose of this paper is to deepen the understanding of the customer’s experiences and how these are expressed in the process of service recovery due to a self-service failure, as well as the factors influencing the customer’s experiences in this situation. Method - This study is based on a qualitative research method including 13 semi structured interviews which forms the basis of the collected empirical evidence. The respondents of this study consisted of banking customers from different banking businesses all of whom have experienced a service failure followed by a service recovery process through the bank’s self-service technologies. Conclusions - A self-service failure and a subsequent process of service recovery is characterized in terms of initially creating negative customer experiences, primarily through expressed frustration, inconvenience and stress, to then in an overall assessment at the end of the process highlighting the more positive aspects linked with the experience. Factors influencing the customer experience in this situation are time, context, expectations as well as the reception of personnel, the technological and design based reception of the self-service technology and also the company rules and policies. Keywords - Customer experience, justice theory, self-service technology, self-service failure, service recovery.

Självbetjäningsteknologi har en expansiv tillväxt och grundar sig i konsumenters produktion och konsumtion av tjänster utan personlig kontakt från servicepersonal. Trots användningens fördelar finns det konsumenter som tenderar att undvika självbetjäningsteknologi. Det finns flertalet teoretiska modeller vilka beskriver processen kring konsumenters adoption av teknologi. Dessa teoretiska modeller tar dock inte hänsyn till de barriärer konsumenter upplever vid adoption av självbetjäningsteknologi. / Self-service technology has had an expansive growth and is based on consumers' willingness to produce and consume services without personal contact from service personnel. Despite this, there are consumers who tend to avoid self-service technology. There are several models that describe the process of consumer adoption of technology. However, there exists no model that takes into account the barriers consumers experience for adoption of self-service technology.

In the past decade, there has been rampant growth in healthcare service delivery options, based on the Internet and related information and communication technology. As a result, there is a great deal of expectation among national governments, regulators, healthcare organisations, and other stakeholders about the role of the Internet in healthcare service provision. Given the global crisis in healthcare services generally and the funding of healthcare services specifically, a number of policymakers view the advances in Internet-based self-service technology as a potential enabler of more efficient and effective healthcare service delivery. Proponents of consumer-driven healthcare in particular who seek to use the Internet to make consumers more informed about healthcare funding decisions and to reduce the cost of servicing consumers have been actively experimenting in this area. Despite the accelerating growth in the deployment of Internet-based self-service technologies, their protracted uptake by users is giving rise to concerns about the effectiveness of the implementation and acceptance of these contemporary forms of service delivery. Furthermore, little is known about how the social healthcare context shapes Internet-based self-service technology implementations. This thesis presents an in-depth qualitative case study that documents a healthcare insurer’s efforts to implement an online self-service technology for the period 1999 to 2005. A research framework was adopted that draws on key theoretical concepts from structuration and actornetwork theory (ANT) to link the social context to implementation processes. These two conceptual lenses, which are compatible with the thesis’s interpretive stance, reveal several new insights, confirming that the challenges associated with the implementation of information system innovations such as Internet-based self-service technologies cannot be understood in isolation. From a structuration perspective analysing the various enactments of self-service provision of healthcare afforded a deeper understanding of how social practices influence the design and use of the technology. From an ANT perspective, the study showed how the major translations in the design and use of the self-service technology emerged from a process where technological and social elements co-evolved. This study also reveals that the implementation problems and opportunities facing this particular healthcare insurance organisation were historical and systemic. This approach demonstrates that the complex interdependencies and interactions among contrasting social, political, economic and technological issues shaped the contemporary channel as it exists today and therefore advances theory in yet another important way. Using the insights obtained from these two theories, a conceptual framework was derived. The conceptual framework demonstrates that in order to develop a comprehensive understanding of Internet-based self-service technology implementation, such an analysis must incorporate the interconnectedness of four perspectives – meaning, process, context and the technology artefact – and their respective conceptual elements from both structuration and actor-network theory. Future studies attempting to deepen our understanding of information systems implementation can also provide constructive insights by focusing on the interdependent, interconnected and historical nature of the implementation phenomenon. Some important practical applications for future self-service technology implementations are also discussed. / Thesis (PhD)--University of Pretoria, 2009. / Informatics / unrestricted

Public Self Service Technology (SST) has become an important part of our daily life. Advancement in technology and reduced hardware costs have motivated service providers to deploy public a SST for various important and complex tasks. Examples of such tasks include editing and printing confidential documents, performing monetary transactions, etc. These tasks requires a user to reveal his/her personal information to a public SST. The major problem while performing these tasks using a public SST is that the user has to deal with many surrounding factors like social density, privacy and security, which might affect his/her trust towards the SST and in turn the user might refrain from using it. This study aims to find different factors that can enhance user’s trust towards a public SST, encourage to use it and complete the task even if it requires user’s personal information.The in-depth interview method was adopted for the study to learn twelve interviewees’ experience with varied public SSTs that specifically handles personal information, in an urge to understand interviewees’ behaviour, underlying motivations and desires to use those public SSTs. Analysing the data collected from interviews, ten trust factors were found that emerge at various stages of interaction with a public SST. They were categorized into pre-interaction, on-interaction and post-interaction factors based on their time of interaction. Beyond the trust factors, three additional important factors have emerged from interview data, which motivates users to adopt public SSTs. They are usefulness, convenience and personality-based trust. The results may be valuable for researchers who are focusing on different aspects of trust and any public artefact as well as for service providers and designers to design a trustworthy public SST. Based on the results, some practical implications for designing public SSTs are also presented. / Offentlig självbetjäningsteknik (eng. Public Self Service Technology) har blivit en viktig del av vårt dagliga liv. Förbättring i teknik och minskade hårdvarukostnader har motiverat tjänsteleverantörer att distribuera offentliga SST för olika viktiga och komplexa uppgifter. Exempel på sådana uppgifter är att redigera och skriva ut konfidentiella dokument, utföra monetära transaktioner etc. Dessa uppgifter kräver att en användare delar med sig av personlig information till en offentlig SST. Det stora problemet med att utföra dessa uppgifter med hjälp av SST är att användaren måste hantera många omgivande faktorer som social täthet, integritet och säkerhet, vilket kan påverka personens förtroende mot SST och i sin tur kananvändaren avstå från att använda den. Följaktligen syftar denna studie till atthitta olika faktorer som kan öka användarnas förtroende mot offentliga SST, uppmuntra att använda dem och slutföra uppgifter även om det kräver användarens personuppgifter.En djupintervjumetod användes i studien för att lära sig om tolv testdeltagares erfarenhet av olika offentliga SST, specifikt de som hanterar privat information, i en strävan att förstå deltagarnas beteende, underliggande motivation och önskemål att använda dessa offentliga SST. Analys av de uppgifter som samlats in från intervjuer, upptäckte tolv förtroendefaktorer som uppstår vid olika stadier av interaktion med en offentlig SST. De var därför uppdelade i pre-interaktion, interaktionsoch post-interaktionsfaktorer. Från intervjuerna har ytterligare tre viktiga faktorer upptäckts som motiverar användarna att använda offentliga SST. De är användbarhet, bekvämlighet och personlighetsbaserat förtroende. Resultaten är värde-fulla för forskare som fokuserar på olika aspekter av förtroende och offentligaartefakter samt för tjänsteleverantörer och designers för att utforma en pålitlig offentlig SST. Baserat på resultaten presenteras också några praktiska konsekvenser för utformningen av offentliga SST.

The hospitality industry is increasingly incorporating self-service technology, suchas online booking systems, automated check-in and check-out, and in-roomtechnology, to enhance the customer experience and streamline operations. However,there is limited research on the adoption and usage of self-service technology bybaby boomers (BB) in this industry. This study aims to fill this gap by exploring theadoption and usage patterns of self-service technology (SST) among BBs in thehospitality industry.The paper follows a deductive approach drawing upon the extensive literature on thetopic. With a proposed qualitative viewpoint, the purpose of the study is to identifythe BBs’ attitude when using SSTs in hotels, and furthermore, to understand in whatinstances consumers prefer human interactions over technological encounters. Theempirical data was obtained through interviews that were conducted among 10Swedish BBs. The findings then were analyzed through thematic analysis, towithdraw patterns, similarities and differences.The conclusion of this thesis shows BBs have different preferences when it comes toadopting SSTs. The attitudes ranged from enthusiasm, to avoidance and hesitation.However, the common theme that emerged among all three types of attitudes, wasthe fact that they all prefer to use SSTs as a complementary step to what the hotelstaff will provide. It was also proposed in order to encourage the SST hesitant orSST avoidant group, the service design should be straightforward and theinstructions must be clear.

Abstract  Title: Self-service technology and baby boomers: An empirical study of baby boomers’ acceptance towards self-service technologies in supermarkets. Authors: Casper Elheim, Eric Lindén & Hannes Löfquist Institution: Linnaeus University, School of Business and Economics. Program: Detaljhandel and Service Management (180 hp)  Course: 21VT-2FE67E Supervisor: Christine Tidåsen  Examiner: Selcen Öztürkcan Purpose: The purpose of this thesis is to study the personal characteristics of baby boomers, and how these characteristics are affecting the perceived ease of use and perceived usefulness of SSTs. Furthermore, how the perceived ease of use and perceived usefulness, in turn, are affecting the attitudes towards actual system use.  Method: A qualitative interview study was conducted to collect the data required to address the research question and purpose of the degree project. The approach is inductive, with a few deductive elements.  Conclusions: The personal characteristics of an individual within the baby boomer generation did not have the expected impact on the perceived ease of use and perceived usefulness of self-scanning. Decreases and increases in technology innovativeness caused changes in perceived usefulness, and self-efficacy and technology anxiety only affected each other.

The retail industry is a competitive environment moving towards being rather service-oriented than product-oriented. It is hence essential for businesses to comprehend the market and act accordingly to differentiate themselves. A way of gaining competitive advantage and engage consumers is to invest in innovative technology. Self-scanning services are a fast-improving technology offering consumers a convenient way of shopping. To self-scan through scanners and via self-checkout cashiers are common on the Swedish food retail market. The retailing group ICA is however unique in the sense that they since 2014 additionally offer mobile self-scanning through their smartphone application “ICA Handla”[1]. Despite the increasing use of self-scanning services, there is a lack of research on this area. Thus it is of interest to further investigate the views regarding self-scanning. An interesting concept is ‘Service Fascination’, which is defined as a positive emotional state arising through conscious and subconscious effects when using innovative technology. By reviewing ‘Service Fascination’, it is possible to investigate how innovative technology is adopted. The thesis hence proves to what extent Service Fascination can be measured regarding self-scanning services using the Service Fascination Evaluation Model (SFEM). Based on the model, the essay suggests areas of improvement within ‘Service Fascination’ and depicts the views on self-scanning from the perspectives of consumers, retailers and experts. Tailored communication regarding self-scanning, depending on if the receiver is a non-user, a user or a retailer, is suggested to be further elaborated on. The quality of the self-scanning equipment and the appearance/features are moreover also key conclusions which are proposed to be further developed. Self-scanning services used in the right way are by the thesis' results argued to be a useful tool to differentiate on the Swedish food retail market. [1]http://www.ica.se/appar/ica-handla/ / Livsmedelsdetaljhandeln är en konkurrenskraftig marknad som rör sig mot ett serviceinriktat klimat där upplevelser väger tyngre än produkter. Det är således viktigt för företag att förstå marknaden och anpassa sig för att särskilja sig. Ett sätt att uppnå konkurrensfördel och på samma gång engagera kunder är att investera i innovativ teknik.  Självscanningstjänster är en snabbt växande teknik som erbjuder kunder ett bekvämt sätt att handla. Idag är det vanligt förekommande med självscanning genom scanners och “snabbkassor” på den svenska livsmedelsmarknaden. Detaljhandelsföretaget ICA är dock unika med sin tjänst att självscanna via mobiltelefonen med hjälp av “ICA Handla”-appen[1] som lanserades 2014. Trots den ökande användningen av självscanningstjänster finns det ett behov av mer forskning på området. Således är det av intresse att vidare undersöka synen på självscanning. Ett intressant begrepp är ”Service Fascination”, ett positivt känslotillstånd som uppkommer genom medveten och omedveten användning av innovativ teknik. Genom att studera ”Service Fascination” är det möjligt att undersöka hur innovativ teknik anammas. Uppsatsen visar därför till vilken grad Service Fascination kan mätas (gällande självscanning) med hjälp av “Service Fascination Evaluation”-modellen (SFEM). Baserat på modellen föreslår uppsatsen utvecklingspotential inom området Service Fascination och illustrerar synen på självscanning från kunders, ICA-handlares och experters perspektiv.  Slutsatser som är föreslagna att arbeta vidare med är skräddarsydd kommunikation beroende på om mottagaren är en icke-användare, användare eller ICA-handlare. Kvaliteten på utrustningen och självscanningsenheters utseende/funktioner föreslås också att vidareutvecklas. Uppsatsens resultat motiverar för att självscanning som används på rätt sätt är ett användbart verktyg för att skapa konkurrensfördel på den svenska livsmedelsmarknaden. [1]http://www.ica.se/appar/ica-handla/

Service delivery in the twenty-first generation is evolving into more digital forms expanding the consumers' experience and engaging in new forms of communications to consumers through these digital forms. Despite the initiation of self- service technology being widely accepted by consumers within the retail banking industry, the supermarket retail industry has yet to experience the same form of reception and implementation of the self- service technologies (SST). South Africa, being a developing country, any conventions that lead to the country’s progression should be embraced. Thus, the introduction of SST within retail is assumed to enhance consumer's experiences, these technologies open the prospects to generate possibilities for producing new services and enhancing efficiency.The study aimed at evaluating factors of perception through the employment of a conceptualized framework from the Technology Acceptance Model (TAM). An understanding of why SSTs in retail have not been widely implemented would respond to the challenges associated with the adoption of SSTs from a consumer’s perspective. The findings, from a questionnaire survey posed, revealed that there is a high expression on the intention of using the technologies should the opportunity presents itself. Most of the participants exhibited a high familiarity with the self-service technologies, online purchasing, and self- check- out services, thus the measure of intent resulted in a high margin.

Traditional retail with personal service is becoming scarce. The personal interaction is replaced with self service alternatives, and the consumer is now seen as a co-service producer. What is the general attitude towards the service provided within these automated experiences? Is the automated experience of service comparable to the traditional service that is expected from the customer, or is the industry moving too fast, risking the exclusion of certain consumer groups in the quest for automation? This study conducted semi-structured interviews with a broad range of consumers and used thematic analysis in an effort to discover consumers' unique motivations in regards to self service alternatives in physical stores. The result showed that most consumers are satisfied as long as the service works as intended. But when problems arise, many of the respondents point out the lack of standardization, human support, long waiting times, and control within the user interface. Findings in this study contribute to the industry by identifying traits within the technology viewed by the consumer as enablers or disablers.

Self-service technologies (SSTs) have grown rapidly and aim to help customers self-serve. Self-service can be facilitated through help centers, which offers information and support. As the demand for on-going support continues to rise, it is important with continuous research of how to assist help centers to match the affordances of current technology to customers’ needs while providing a good User Experience (UX). Therefore, this study investigates how UX design can be used to improve help centers as a tool for self-service for different stakeholders. This study was in collaboration with Nasdaq, where the users’ needs, expectations and concerns when looking for help to use Nasdaq’s products were identified. In an evaluation, the main features of help center’s that influenced users experience and encouraged their use of the technology were measured by a theoretical lens of a revised version of a Technology Acceptance Model (TAM). The results of this study declare that the major significance in establishing a successful help center lies in ensuring easy accessibility to information through a search function and a well-organized side navigation. Additionally, incorporating a training and getting started page with a combination of videos and text are crucial for advanced products. / Självbetjäningsteknologier (SST) har vuxit snabbt och syftar till att assistera kunder att hjälpa sig själv. Självbetjäning kan underlättas genom ett hjälpcenter, vilket erbjuder information och support. Eftersom efterfrågan på ständig support fortsätter att öka är det viktigt med kontinuerlig forskning om hur man kan skapa hjälpcenter som matchar den nuvarande teknikens möjligheter till kundernas behov samtidigt som man tillhandahåller en bra användarupplevelse (UX). Därför undersöker denna studie hur UX design kan användas för att förbättra hjälpcenter som ett verktyg för självbetjäning för olika intressenter. Denna studie gjordes i samarbete med Nasdaq, där användarnas behov, förväntningar och oro när de söker efter hjälp att använda Nasdaqs produkter identifierades. I en utvärdering mättes huvudfunktionerna i ett hjälpcenter som påverkade användarnas upplevelse och uppmuntrade deras användning av tekniken genom en teoretisk lins bestående av en reviderad version av Technology Acceptance Model (TAM). Resultaten av denna studie visar att det viktigaste för att etablera ett framgångsrikt hjälpcenter ligger i att säkerställa lättillgänglighet till information genom en sökfunktion och en välorganiserad sidnavigering. Dessutom är det avgörande för avancerade produkter att införa en tränings- och komma igång-sida med en kombination av videor och text.