Employees have traditionally played a major role in the customer ' s service experience. Yet self-service technology (SST) replaces the customer-service employee experience with a customer-technology experience. Toni Hilton seeks to use a service-dominant logic lens to gain fresh insight into the consumer experience of SST. In particular, Hilton discusses the resources that are integrated when consumers use SSTs, their co-production role and what might constitute value. [cue id="23086"] Publication