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Found 2 essays matching the above criteria.

1. 1. Where are you? : A qualitative investigation of self-service technology in the hotel industry

   University essay from Umeå universitet/Företagsekonomi

   Author : Sara Fredriksson; Anna Schmidt; [2019]
   Keywords : self-check-in; SST in the hotel industry; SST customer roles; attitude towards SST; value creation in SST encounters; SST co-production;

   Abstract : Throughout the last years, the service encounter has gone through drastic changes due to rapid technological developments. The research area of service marketing is therefore putting a stronger focus on the academic field of technology-infused service encounters. READ MORE

3. 2. Making the customer the co-producer : A critical incident study on customer satisfaction and self-service channel choice in commercial air travel

   University essay from Fakulteten för ekonomi, kommunikation och IT

   Author : Henrik Huotari; [2012]
   Keywords : self-service technologies; customer satisfaction; SST; self-service channels; SAS; service design; self-service; customer co-production; adoption; self-service options;

   Abstract : This thesis is based on a case study of an airline’s (Scandinavian Airlines (SAS)) customers’ views on self-service technologies for check-in; mobile check-in, internet check-in, and machine (kiosk) check-in. The first aim of the paper was to find sources of satisfaction and dissatisfaction in the airline industry. READ MORE