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

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Beiträge zur Dienstleistungsforschung 2016

Part of the book series: Fokus Dienstleistungsmarketing ((FDM))

Zusammenfassung

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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  1. Ingolstadt School of Management, Catholic University of Eichstaett-Ingolstadt, Ingolstadt, Deutschland

    Alexander S. Hettich

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    Marion Büttgen

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Hettich, A.S. (2017). Friend or Foe? An Exploratory Analysis of Employees’ Attitudes Towards Self-Service Technologies. In: Büttgen, M. (eds) Beiträge zur Dienstleistungsforschung 2016. Fokus Dienstleistungsmarketing. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-16464-5_9

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