… what is important when designing an SST-based service system. Besides, managers can
promote the drivers in this research as advantages customers can gain by using self-service. …

… literature on customer productivity within the service sector. Therefore, in contrast to existing
studies that either investigate customer productivity from a retailer’s (firm’s) perspective or …

… with customers' exclusive use of service relationships as one … factors that impact how
customers pick their location along … the customers' mode of interacting with the firm helps service …

Purpose This paper aims to develop a theoretical framework of archetypical customer roles
in a self-service-based system by applying role theory to understand customers’ resource …

… SST with both perspectives in one integrated model. Using emerging Service-Dominant
Logic (… in the SST usage process from a customer’s perspective. Specifically, we consider six …

… the available self-service and customer value literature, identify customer value in self-service …
This study adopts a perspective that delineates various stages of the customer experience. …

… from the customer perspective (ie, what the customer can accomplish through the use of
the technology). This classification scheme can help guide the formulation of an SST strategy. …

… self-service today from the customer perspective and identifies what organisations need
to do to maximise their contribution to improving customer service … INTRODUCTION Self-service, …

… using to interface with customers in self-service encounters. The rows of the matrix represent
the purposes of the technologies from the customer perspective—what the customer can …

… overview of service classifications from the perspective of customer’s use of (self-)service.
Each … has its focus areas and provides different perspectives of technology infusion in service. …