Purpose Future service interactions are anticipated to use humanoid robots in a society that
is shifting to a digitalized era. Currently, it is evident that many businesses are replacing …

In recent years, significant developments have occurred in the service sector, most notably
the introduction of technological interfaces to customer care interactions. Even though …

Many service encounters are moving from traditional physical interfaces to technologically
incorporated self-service options. However, it is surprising that very limited extant literature is …

Purpose–Employees have traditionally played a major role in the customer's service
experience. Yet self-service technology (SST) replaces the customer-service employee …

Background: The society has changed and become increasingly characterized by
technology-facilitated interactions. Companies are starting to make use of self-service …

Purpose: This study proposes the effect of factors that significantly contributes to the intent of
consumers in using self-service technologies and simultaneously dig deeper into the factors …

Although self-service technologies (SST) are ubiquitous, little is known about the efficacy of
customers' voluntary choice to use SST over traditional face-to-face interactions with an …

This conceptual study highlights the relationship between several variables that influence
consumer's intention to use self-service technologies in tourism and hospitality industry. With …

Purpose–The purpose of this paper is to explore the potential differences between types of
self-service technology. Specifically, the paper explores how the dynamics of public and …

Many service encounters that service employees previously managed are being
transformed into technology-enabled self-service interactions, including those in the banking …