TITLE

The Convergence of Self-service Technology

AUTHOR(S)
Kasavana, Michael L.
PUB. DATE
April 2008
SOURCE
Hospitality Upgrade;Spring2008, p122
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses the significance of self service technology to hospitality industry in the U.S. Due to the incompetence and inexperienced staff, some customers grew tired of the services they provide thus resulting to the closure of some firms in the country. To address the issue, some companies choose to provide self-service technology for their patrons including supermarkets, retail stores, pay-at-the-pump gas stations, self-check in at airports, online banking and stock trading. The hospitality industry also adopted the transition from customer service to self-service. Customers and businesses prefer the use of such scheme because of the reduction of operating expenses while improving customer satisfaction. INSET: Self Service in Hotels.
ACCESSION #
31425436

 

Related Articles

  • Lessons From Hospitality That Can Serve Anyone. Ford, Robert C.; Heaton, Cherrill P. // Organizational Dynamics;Summer2001, Vol. 30 Issue 1, p30 

    There are three lessons from the hospitality industry that can lead to service success in almost any other industry. They are: to make every decision from the customer's point of view, to build a strong culture, and to manage each moment of truth. Making every decision from the customer's point...

  • Online bookings prompt reservation center changes. Shaw, Russell // Hotel & Motel Management;4/18/2005, Vol. 220 Issue 7, p40 

    The article presents information on the rise in growth of online bookings in the hospitality sector. The growth of online booking as a percentage of overall reservations activity has prompted many chains to consolidate their reservations offices and activities. The reason for this is hardly...

  • Old-fashioned family ways still count: Customers, associates still matter in hi-tech information age. Friedman, J. Roger // Nation's Restaurant News;12/8/2003, Vol. 37 Issue 49, p18 

    Lebhar-Friedman Inc. is a 78-year old, family-owned and managed, information-based company. The company publish Nation's Restaurant News, Chain Store Age, Home Channel News, DSN Retailing Today and Continuing Education Quarterly. In addition, the portfolio includes Chain Store Guide, the premier...

  • Housekeeping evolution means efficiency. Freed, Jason Q. // Hotel & Motel Management;10/1/2007, Vol. 222 Issue 17, p54 

    The article reports on the evolution of housekeeping efficiency at hotels in the U.S. In the past, a guest would call the front desk, which would contact the housekeeping office, which would search around the storage room for towels and decide who was going to deliver them. This facet of...

  • Antecedents and Consequences of Customer Satisfaction in Food & Grocery Retailing: An Empirical Analysis. Jayasankaraprasad, Cherukuri; Vijaya Kumar, Prodhuturi Venkata // Decision (0304-0941);Dec2012, Vol. 39 Issue 3, p101 

    Customer satisfaction is a measure of how a store meets the customer expectations. The purpose of this paper is to explore the antecedents of customer satisfaction and examine the consequences of customer satisfaction on customer behavioural outcomes. Shopper intercept survey technique was...

  • Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters. Meuter, Matthew L.; Ostrom, Amy L.; Roundtree, Robert I.; Bitner, Mary Jo // Journal of Marketing;Jul2000, Vol. 64 Issue 3, p50 

    Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about...

  • eGain Busts Five Web Self-Service Myths.  // EventDV;Jan2012, Vol. 2012 Issue 1, pWP9 

    The article focuses on five common myths in Internet self-service that often lead to negative customer experiences and poor business results. It is noted that users prefer multiple ways to access information through self-service although there exists a false myth that one method fits all...

  • The Symbiosis between Self-Service Channels and Agents.  // EventDV;Jan2012, Vol. 2012 Issue 1, pWP7 

    The article focuses on the benefits offered by customer self-service channels and intelligent virtual agents (IVAs). It is stated that additional demand for agents could be generated by self-service channels. it is noted that the IVR can route calls to the agent with the skills to give the best...

  • Delivering Customer Service in a Mobile World. Is Your Business Ready?  // EventDV;Jan2012, Vol. 2012 Issue 1, pWP8 

    The article focuses on applying customer self-service techniques for mobile customers. It is noted that it is no wonder that consumers seek out new communication channels since more than three-quarters of mobile phones are SMS-enabled and are smartphones. It is mentioned that for an easy,...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics