Friend or Foe? An Exploratory Analysis of Employees’ Attitudes Towards Self-Service Technologies

  • Alexander S. HettichEmail author
Part of the Fokus Dienstleistungsmarketing book series (FDM)


Technologies that enable customers to produce services on their own have increasingly found their way into service companies (Meuter et al. 2005; Bitner et al. 2000). Some of these self-service technologies (SSTs), including airline check-in kiosks, automated teller machines (ATMs), and self–check-outs in grocery stores, already are integral to certain service delivery routines (Giebelshausen et al. 2014; Meuter et al. 2000).


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© Springer Fachmedien Wiesbaden GmbH 2017

Authors and Affiliations

  1. 1.Ingolstadt School of ManagementCatholic University of Eichstaett-IngolstadtIngolstadtDeutschland

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