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.
- Adopting self-service technology to do more with less Toni Hilton, University of Brighton