<p>The dissertation explores the infusion of Self-Service-Technology (SST) into the casual dining restaurant experience. Casual, sit-in dining restaurants deliver hospitality or service through human servers, however, the introduction of Self-Service-Technology has shifted the norm and expectations of the dining experience. The purpose of these studies is to examine the effect implementation of SST has on the dynamic between restaurant consumers and hospitality employees. Three distinct studies were conducted to examine consumer adoption of, and resistance to, SST, as well as an assessment of different service delivery scenarios involving SST, and employees’ and consumers’ perspectives of SST and hospitality values. In Study 1, many restaurant consumers expressed that relative advantage and compatibility drive their adoption of SST. However, for some, functional and psychological barriers inhibit adoption. Despite customers’ enthusiasm to adopt SST, study 2 shows that they still significantly favor traditional, human service. In study 3, SST represents a paradox for both consumers and employees. Consumers state that hospitality traditions and value matter, yet their behaviors regarding SST run counter to traditional hospitality philosophy. For employees, SST represents a conflict between feeling insecure about their current role and adapting to a new role involving SST in the service delivery experience. </p>

As data becomes a ubiquitous part of today’s business, trust in data is recognised as a crucialfactor for organisations on the data-driven journey to stay competitive in the fast-evolvingmarketplace. To support the journey, Self-Service Business Intelligence (SSBI) has emerged asa popular approach for organisations to empower business users and gain actionable insightfrom data faster and better. Despite its importance and relevance at the organisational level,SSBI has suffered sluggish adoption rates at the user level. The purpose of this thesis is toexplore the importance of trust in data and how it influences SSBI adoption by business users.Through seven semi-structured interviews, this thesis is able to establish that: 1) trust in data isa prerequisite for SSBI adoption by business users; 2) business users trust the people behind thedata; 3) trust in SSBI tools is essential; and 4) trust in data is necessary for user adoption.Furthermore, these findings lead to a descriptive model of how trust in data influences SSBIadoption by business users as well as how business users can transition between a vicious cycleof SSBI resistance and a benign cycle of SSBI adoption.

Untersucht wurden die Einflussfaktoren auf den Tropfsaftverlust von Schweinefleisch in Verpackungen zur Selbstbedienung. Dabei wurden die Bag-Methode und die EZ-Driploss-Methode zur Bestimmung des Tropfsaftverlustes verglichen. Die Auswertung der Daten der Leistungsprüfung von 3.396 Reinzuchttieren und 802 Kreuzungstieren zeigten, dass die Qualität von SB-Fleisch hinsichtlich des Safthaltevermögens anhand der Fleischqualitätsparameter pH-Wert, Py-Wert, Leitfähigkeit und Farbhelligkeit vorhergesagt werden kann. Einen Einfluss auf die Qualität haben u. a. die genetische Konstruktion und die Jahreszeit.

The benefit of a self-service technology (SST) is often for the companies, needing less employees when the customers can perform the service by themselves. But an SST might not always benefit the customer or employees experience. However, there are certain attributes that motivates customers to use SSTs and sometimes preferring them over service staff. This research explores how to design an SST with the aim of improving the overall service experience, for both the service customers and its employees at a mid-range hotel. By involving the stakeholders in the design process using co-creative methods, opportunities for improving their existing service was identified. Concepts were developed in co-creative workshops, and prototypes were designed and tested using interaction design principles. The final design was an SST kiosk that shows potential of improving the experience for customers and employees at the hotel.

El presente plan de negocios “S.O.S. Vending Machine” nace de una perspectiva innovadora en el rubro de distribución de productos, a través de una máquina expendedora, que responden a una necesidad particular como es el caso de productos de tocador, botica y de cuidado personal, la cual fue identificada por la necesidad que atravesamos todos en algún momento de nuestras vidas cuando salimos de viaje, de paseo o nos alejamos de nuestros hogares por temporadas cortas. En los últimos años las ventas a través de máquinas expendedoras de productos tradicionales como gaseosas, golosinas y cafés dentro de empresas e instituciones ha crecido con el objetivo de dar un servicio adicional a sus clientes, también se aprecia que se ha incursionado en expender diferentes productos como jugos naturales, comida sana, útiles de oficina entre otros. Bajo el mismo principio también nace la idea de “S.O.S. Vending Machine” Es por ello que “S.O.S. Vending Machine” se ubicará dentro de terminales terrestres y tendrá productos como bloqueadores, repelentes, desodorantes, shampoo, reacondicionador, peines, algodón, hiduroid entre otros. Tanto los dueños de las terminales terrestres como también los pasajeros y acompañantes se beneficiarán de este servicio que lo tendrán a la mano en los horarios de atención de dichas empresas. Estamos seguros de que “S.O.S. Vending Machine” tendrá una exitosa acogida y superará las expectativas de los clientes finales, así como de los aliados, las empresas transportadoras. / This business plan “S.O.S. Vending Machine” is born from having an innovative perspective in the field of product distribution, through a vending machine, which respond to a particular need such as toiletries, pharmacy and care products, which was identified by the need we all go through at some times in our lives when we travel, walk or leave our homes for short periods. In recent years, sales through vending machines of traditional products such as soft drinks, sweets and coffees in companies and institutions have grown with the aim of providing additional service to their customers, it is also appreciated that they have ventured into selling different products as natural juices, healthy food, office supplies and others. The idea of ​​ “S.O.S. Vending Machine” is also born under the same principle. That is why “S.O.S. Vending Machine” will be located inside of the land terminals and will have products such as blockers, repellents, deodorants, shampoo, reconditioner, combs, cotton, hyduroid among others. Both the owners of the land terminals as well as the passengers and companions will benefit from this service that will have it at hand in the opening hours of these companies. We are sure that “S.O.S. Vending Machine” will have a successful reception and will exceed the expectations of our final customers, as we as our allies, the transport companies. / Trabajo de investigación

Research regarding self-service technology and its integration into the traditional service environment is relatively limited as it applies to the lodging industry. The purpose of this study was to investigate the customer check-in satisfaction and customer commitment impacts of self-service hotel kiosks as implemented in convention hotels by examining perceptions of kiosk users. It has been theorized that customer perceptions of self-service technology attributes are positively related to satisfaction and subsequent commitment. A model was employed in this study that had been previously supported outside of the hospitality industry which demonstrated support for a universal standard of investigating self-service technology impacts regardless of environment, but heretofore had not been tested in the convention hotel segment. This was a quantitative case study using survey analysis to examine customer perceptions of self-service technologies at the Rosen Centre Hotel in Orlando, Florida. The results of this study supported a direct association between positive and negatives attributes of SST and corresponding customer check-in satisfaction levels. Secondly, while results supported direct association between customer check-in satisfaction and affective customer commitment, virtually no association was found between satisfaction and instrumental commitment.

This report examines usability shortcomings of a self-checkout (SCO) and subsequently explores improvement suggestions for these issues using the double diamond design process. Shortcomings are identified through a heuristic evaluation against Jakob Nielsen’s ten usability heuristics and through a user study conducted in a retail environment. After prioritizing the identified problems, two issues are addressed: members missing to input their membership information and the checkout process slowing down due to the bag selection and payment method screens. After studying how other SCOs operate and gathering user opinions on SCO experiences, improvement proposals are presented. A new step for inputting membership information is proposed and a redesign of the screens for bag selection and payment method is suggested. To verify if the new design contributes to increased usability, a test is conducted; however, the results are not significant enough to demonstrate an improvement.

Digitalization has increased over the past decade and changed our ways of solving problems. Studies have shown that digitalization has made a dramatic change in our lives and it's a huge challenge for government, organization, company and citizens. In about 15 years half of today's job will be disappears and will be replaced by digitalization, automatization and robotization. The purpose of the study is to describe and create an understanding of the new digital service that has been implemented in restaurant businesses, a new way of interaction between customers and company. A literature study has been made to give a fair picture of the theory and interviews with the purpose to gathering new information on how the digital restaurant works and get the knowledge of efficiency in business. Qualitative material has been analyzed and compared to theories from the literature study. The results of the study showed that there is immense difference between the employees view and company view of digital service in restaurant.

With the increasing amount of valuable data that companies have access to the need for tools visualizing this data have reached a wider group of users, many of which are not tech-savvy. Self-service Business Intelligence applications aim to meet this need and many guidelines regarding the general design of Business Intelligence have been produced in recent years. In this thesis some of these guidelines are interpreted and applied during the development of a Qlik Sense application for the Device Connection Platform department at Ericsson. The purpose of this thesis is to produce more specific guidelines that aim to complement existing general guidelines on Self-service Business Intelligence design; guidelines that should be taken into account when developing Qlik Sense applications. As a result, five guidelines that concerns conditional dimensions, screen resolutions, naming conventions for master items, the data layer and Qlik Sense conventions for visualizations are presented. Pros and cons regarding these guidelines are discussed along with alternative approaches. The conclusion states that the general guidelines interpreted in this project work were helpful for the workflow and readability of the application, but that more specific guidelines such as the ones presented in the result could be well needed when it comes to customizabil ity and flexibility for end users. / Allt eftersom mängden värdefull data som företag har tillgång till ökar har behovet av verktyg som visualiserar dessa data nått en bredare grupp användare, där många är mindre tekniskt kunniga. Self-service Business Intelligence applikationer syftar till att möta detta behov och många generella riktlinjer för hur sådana applikationer ska designas har tagits fram under senare år. I denna rapport blir dessa riktlinjer tolkade och därefter applicerade under tiden av skapandet av en Self-service Business Intelligence applikation i mjukvaran Qlik Sense och för Ericsson Device Connection Platform. Syftet med rapporten är att utforma och presentera specifika riktlinjer för Qlik Sense att användas som komplement till de existerande och mer generella riktlinjerna för design av Self-service Business Intelligence i allmänhet. Rapportens resultat består av fem riktlinjer som avser villkorliga dimensioner, skärmupplösning, namnkonventioner för original, datalagret och Qlik Sense egna konventioner för visualiseringar. Föroch nackdelar med de framtagna riktlinjerna diskuteras tillsammans med alternativa tillvägagångssätt. Vi drar slutsatsen att de generella riktlinjerna som tolkats genom projektet i denna rapport var speciellt hjälpfulla för att uppnå läsbarhet och ett bra arbetsflöde för slutanvändaren i applikationen. Vidare konstateras att fler mjukvaruspecifika riktlinjer kan vara välbehövliga när det kommer till anpassningsbarhet av applikationer och flexibilitet för slutanvändare.

The progress in the field of technology is often described as massive and its development has had a great impact on the social development (Vetenskapsrådet, 2012). As a result of the digital evolution, there has been a change in the way customer and company interact (Normann, 2011). The traditional way for players to interact with each other required an interaction human to human (ibid), a mode of interaction that now can be replaced or supplemented by todays technology and often Internet-based solutions (Salomonson et al., 2013). These technological solutions, the technical interaction, are often referred to as self-service systems. These systems enables the customer to carry out the tasks previously performed by the company (Hilton and Hughes, 2013). A growing number of Swedish companies are implementing these self-service solutions, particularly in matters relating to telephony and mobility, in order to complement or replace existing support (Gustafsson, 2012). Earlier research shows that both companies and customers can benefit from the implementation of self-service systems, however there are other contributions to the field of research that paradoxically advocates that the meeting in person, the human interaction is important for the competitiveness of a company (Normann, 2011). The purpose of this thesis is to create an understanding about how customer value is created in the interaction between customers and companies in both human and technological interaction. As data collection method, this study has applied qualitative interviews in order to enhance understanding of existing phenomena. In order to help analyse the study’s results the thesis theoretical framework consists of theories concerning services, interaction, value creation, service logic and service quality linked to the discipline service management. The results of the study indicate that the creation of customer value in the interaction between customer and company occurs in the same way in human interaction and technological interaction. The factors that create customer value are expressed in different ways by human and technological interaction.