Digitaliseringens framväxt har förändrat hur tjänster erbjuds på marknaden. Det blir allt vanligare att kunder interagerar med teknologi i servicemöten istället för med servicepersonal, en teknologi som benämns self-service technology (SST). Tidigare forskare har beskrivit flera övergripande anledningar till att företag väljer att implementera SST, exempelvis; reducerade kostnader, ökad produktivitet, ökad kundnöjdhet och lojalitet samt för att nå nya kundsegment. Tidigare forskning har bedrivits kring vilka faktorer som påverkar attityder till och tillfredsställelse med SST i olika kontexter, vilka visat sig föregå användning av SST. Förekomsten av SST inom casual dining-restauranger är dock en relativt ny företeelse, där forskning kring konsumenters attityder och tillfredsställelse saknas. Restauranger av casual dining-karaktär kan definieras som en typ av restaurang som ligger mellan snabbmatsrestaurang och finrestaurang.  Syftet med denna studie är att utvidga den befintliga forskningen inom self-service technology (SST) till casual dining-restauranger. Mer specifikt är syftet att undersöka applicerbarheten av tidigare SST-forskning på en relativt ny och unik restaurangkontext, för att kartlägga vilka faktorer som påverkar konsumenters attityder till och tillfredsställelse med SST i denna kontext. Vidare är syftet att undersöka om det finns betydande skillnader mellan hur faktorerna påverkar attityd respektive tillfredsställelse. Att sammantaget kartlägga detta kan ge praktisk användbar information till chefer för casual dining-restauranger som står inför beslutet att utforma och implementera liknande SSTs i sina verksamheter. Studiens syfte mynnade ut i följande frågeställning:  Vilka faktorer påverkar konsumenters attityder till, och tillfredsställelse med, self-service technology i casual dining-restauranger?  För att besvara forskningsfrågan genomfördes en fallstudie av restaurangkedjan Pinchos. Totalt 20 hypoteser formulerades kring valda faktorers eventuella påverkan på restaurangbesökares attityd till och tillfredsställelse med SST i casual dining-restauranger. För att undersöka dessa hypoteser genomfördes en kvantitativ undersökning i form av en internetdistribuerad enkät. Totalt 169 respondenter besvarade enkäten. Enkla och multipla linjära regressionsanalyser genomfördes därefter för att analysera empirin.  Resultatet visar att faktorerna: användbarhet, enkelhet vid användning, nöje, pålitlighet samt support vid behov uppvisar ett signifikant positivt samband med såväl attityd till som tillfredsställelse med SST i casual dining-restauranger när de studeras enskilt. Studien visar vidare att faktorerna behov av interaktion med personal samt avsaknad av personlig service uppvisar ett signifikant negativt samband med såväl attityd till som tillfredsställelse med SST i denna kontext. Studien visar således att samtliga faktorer påverkar både attityd och tillfredsställelse. Faktorerna ekonomisk kompensation och technology readiness visade inget signifikant samband med varken attityd eller tillfredsställelse när de studerades enskilt. Faktorn kontroll analyserades ej då enkätfrågorna relaterade till denna faktor uppvisade för låg intern konsistens.

Thesis (M. Com.)--University of the Witwatersrand, Faculty of Commerce, Law and Management, School of Economic and Business Sciences, 2015 / The South African petroleum industry is well-known to be a significant contributor to the country’s GDP. The industry is also known to employ close to 60000 employees in South Africa making it one of the most essential industries that is helping to uplift the country’s economy. However, like most industries in the country, the petroleum industry is not immune to strikes and go-slows which have increasingly become more pronounced over the years. This situation has consequently caused a number of problems for service stations as most service stations do not have complete control of the environment that they operate in, making it difficult for these fuel service stations to meet set targets and be able to ensure that greater profit margins are realised over time. This research sought to determine motorists’ perspectives on the adoption of self-service fuel stations in Johannesburg. The research focused on the adoption of these self-service fuel stations by assessing the general attitudes and perceptions of motorists on the innovation and findings have revealed that motorists generally accept the adoption of such an innovation provided that they understand and benefit from the functionality of adopting such innovations should they be introduced. The research was primarily a quantitative study and a five point likert scale questionnaire was distributed to potential respondents who were Johannesburg motorists above the age of 18 based on the motor-vehicle type they used. Results from the study revealed that motorists are more likely to consider adoption of Self-Service Fuel Stations provided they perceive such facilities to be useful and enhance their service experience at service-stations. Another interesting finding was that security and safety were a concern for most motorists who felt the variable will go a long way in influencing their decisions and attitude to consider adopting these facilities should they be introduced within the South African market. Marketers should therefore ensure that they consider the functionality and potential benefits that Self-Service Fuel Stations may have to Johannesburg motorists as this may go a long way in ensuring their wide adoption within the city should they be introduced.

<p>In the present society technological innovations are playing significant role in every phase of human life, human interaction with machines has become essential in service sector. In the past a number of efforts have been made in the literature of service marketing to understand how companies can better deliver their services with the help of self-service technology. In this present situation companies have many possibilities to realize service offerings with huge investments in self-service technologies, as the technology became the driving force to service the customers effectively and helpful in delivering the services.</p><p>Nowadays it become challenging for the companies to serve customers effectively with in a prescribed time providing the right products with lower cost. To get rid of this issue most of the organizations are showing interest to employ self-service technologies (Like ATMs, ticket vending machines, online auctions, etc..,). The purpose of the thesis can be traced to the fact that a large part of the service sector is changing from personnel-based delivery to technology-based self-service. The theoretical problem of the present study is to concentrate on service marketing and service quality in order to provide a better understanding of customers’ attitudes and preferences towards technology-based self-services (ATMs).</p><p>So far many researchers have addressed customers’ attitudes towards the technology-based self-service delivery from a service quality perspective. The present paper on service quality and self-service based on technology concerns of expected use rather than actual use and customers expectations about new self-service technologies. To reach the purpose we conducted a pilot case study to know the customers attitudes towards technology (speed, accuracy, ease of use, privacy) using ATMs and their perception towards self-service technologies. For date collection we did 26 open interviews and 150 interviews with the help of questionnaire and the data analysis is based on both qualitative and quantitative methods, supported by the qualitative information and literature reviews. Finally in terms of important findings: easy of use, speed, control and accuracy are the main attributes for service quality and customer satisfaction.</p>

In the present society technological innovations are playing significant role in every phase of human life, human interaction with machines has become essential in service sector. In the past a number of efforts have been made in the literature of service marketing to understand how companies can better deliver their services with the help of self-service technology. In this present situation companies have many possibilities to realize service offerings with huge investments in self-service technologies, as the technology became the driving force to service the customers effectively and helpful in delivering the services. Nowadays it become challenging for the companies to serve customers effectively with in a prescribed time providing the right products with lower cost. To get rid of this issue most of the organizations are showing interest to employ self-service technologies (Like ATMs, ticket vending machines, online auctions, etc..,). The purpose of the thesis can be traced to the fact that a large part of the service sector is changing from personnel-based delivery to technology-based self-service. The theoretical problem of the present study is to concentrate on service marketing and service quality in order to provide a better understanding of customers’ attitudes and preferences towards technology-based self-services (ATMs). So far many researchers have addressed customers’ attitudes towards the technology-based self-service delivery from a service quality perspective. The present paper on service quality and self-service based on technology concerns of expected use rather than actual use and customers expectations about new self-service technologies. To reach the purpose we conducted a pilot case study to know the customers attitudes towards technology (speed, accuracy, ease of use, privacy) using ATMs and their perception towards self-service technologies. For date collection we did 26 open interviews and 150 interviews with the help of questionnaire and the data analysis is based on both qualitative and quantitative methods, supported by the qualitative information and literature reviews. Finally in terms of important findings: easy of use, speed, control and accuracy are the main attributes for service quality and customer satisfaction.

This thesis is based on a case study of an airline’s (Scandinavian Airlines (SAS)) customers’ views on self-service technologies for check-in; mobile check-in, internet check-in, and machine (kiosk) check-in. The first aim of the paper was to find sources of satisfaction and dissatisfaction in the airline industry. A number of critical incidents leading to satisfactory and dissatisfactory experiences have been categorized by using the critical incident technique method based on customers’ recalls of past events. Main sources of satisfaction were the SSTs ability to provide a more efficient service by time savings, avoiding queues and by providing increased customer control. Main sources of dissatisfaction were related to technology failure such as malfunctioning machines, technical design problems and service design problems due to unclear role clarity among customers caused by lack of information and trust in own abilities. Second aim of the study was to identify a number of variables affecting SST channel selection. Qualitative interviews revealed following main variables affecting channel choice: accessibility, awareness, lack of trust, and perceived channel efficiency. Findings have been discussed from the perspective of models used in present research such as the consumer readiness model and trusting intentions model so that future researchers can identify and use valid models for understanding SST channel adoption and satisfaction drivers in the flight industry. Hands on managerial implications are provided in the closing part of the paper. Originality: The thesis show industry specific satisfaction and dissatisfaction causes that differ from previous research. Second contribution is the development and classification of factors in groups that influence the SST channel choice for check-in at airports. Finally the paper shows that none of the current models for use intention can independently be used to fully explain choice of channel.

The underlying aim of this paper is to find out how the management and employees in a grocery store on a relatively small community in Sweden is experiencing Technology-Based Self-Service (TBSS), and self-scanning. And how store management and employees experience that the self-scanning ability is received by their respective consumers. Several open individual interviews were conducted with the administrative head of sales and various employees working at different departments at Coop Forum in Skara In offering self-scanning, we believe that the store provides consumers with an opportunity to perform their daily purchases by an easy and flexible approach, which we believe will have a positive impact on the entire store visit. A positive store visit, we believe play a major role in consumers choosing to do their shopping in the store. The issue to be elucidated in this paper is; How do management and employees in a grocery store perceive that self-scanning influence consumers' purchase and the service the shop offers? Why would a supermarket use self-scanning as part of the service they offer to their consumers? The report concludes the similarities and differences experienced by administrative sales manager and employees compared to previous research on the subject. Employees at Coop Forum possessed good knowledge of the subject area, sales manager realized current problems and difficulties, but as Coop Forum is one of many chain stores, the individual opportunities were limited. The idea behind the TBSS and self-scanning includes aspects such as cost savings, improved customer service with wider and better service to consumers.

Inom Business Intelligence har begreppet Self-Service Business Intelligence (Self-Service BI) vuxit fram. Self-Service BI omfattar verktyg vilka möjliggör för slutanvändare att göra analyser och skapa rapporter utan teknisk support. Ett av dessa verktyg är Microsoft PowerPivot.På Transportstyrelsens Järnvägsavdelning finns behov av ett Self-Service BI-verktyg. Vi fick i uppdrag av Sogeti att undersöka om PowerPivot var ett lämpligt verktyg för Transportstyrelsen. Målet med uppsatsen har varit att testa vilka tekniska möjligheter och begränsningar PowerPivot har samt huruvida PowerPivot är användbart för Transportstyrelsen.För att få en djupare förståelse för Self-Service BI har vi kartlagt vilka möjligheter och begränsningar med Self-Service BI-verktyg som finns beskrivna i litteraturen. Vi har sedan jämfört dessa med våra testresultat vilket har varit syftet med uppsatsen.Resultatet av testerna har visat att Transportstyrelsens Järnvägsavdelning initialt behöver teknisk support för att använda PowerPivot. Testerna har även visat att vissa av Transportstyrelsens krav inte kan uppfyllas. Detta minskar användbarheten för Transportstyrelsen.Vidare har vi kommit fram till att Self-Service BI inte alltid är enkelt att använda för slutanvändare utan teknisk support. Resultatet visar även att det krävs en BI-infrastruktur för att enkelt skapa rapporter med god kvalitet och högsta möjliga korrekthet.

Thesis (M.S.)--University of Delaware, 2009. / Principal faculty advisor: Srikanth Beldona, Dept. of Hotel, Restaurant, & Institutional Management . Includes bibliographical references.

Diss. Karlstad : Karlstads universitet, 2007. / Härtill 7 uppsatser samt Licentiatavhandling.

by Lam Ching-wan and Lau Chi-wah. / Bibliography: leaf 63 / Thesis (M.B.A.)--Chinese University of Hong Kong