The Convergence of Self-service Technology

Kasavana, Michael L.
April 2008
Hospitality Upgrade;Spring2008, p122
Trade Publication
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.


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