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Are You Being Served? Self-Service Pros And Cons, Jennifer Lawlor
Are You Being Served? Self-Service Pros And Cons, Jennifer Lawlor
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In a Technological University Dublin research study led by Dr Petranka Kelly and myself, 133 airline passengers were interviewed in the departure area of a major international airport, about their usage and experiences of self-service technologies (SST).
Customer Roles In Self-Service Technology Encounters In A Tourism Context, Petranka Kelly, Jennifer Lawlor, Michael Mulvey
Customer Roles In Self-Service Technology Encounters In A Tourism Context, Petranka Kelly, Jennifer Lawlor, Michael Mulvey
Articles
This paper reports on a study which explored the customer perspective on their roles in SST encounters in a tourism context, through the theoretical lens of service-dominant logic. The study employed short qualitative interviews with airline passengers at an international airport. The findings suggest that customers can assume six roles in an SST encounter which can be viewed as either positive or negative in terms of value creation. Therefore, a key contribution of this paper is the development of a role-experience continuum which depicts the variations in customer experiences of value creation in a tourism context.
Customer Roles In Self-Service Technology Encounters In A Tourism Context, Petranka Kelly, Jennifer Lawlor, Michael Mulvey
Customer Roles In Self-Service Technology Encounters In A Tourism Context, Petranka Kelly, Jennifer Lawlor, Michael Mulvey
Articles
This paper reports on a study which explored the customer perspective on their roles in SST encounters in a tourism context, through the theoretical lens of service-dominant logic. The study employed short qualitative interviews with airline passengers at an international airport. The findings suggest that customers can assume six roles in an SST encounter which can be viewed as either positive or negative in terms of value creation. Therefore, a key contribution of this paper is the development of a role–experience continuum which depicts the variations in customer experiences of value creation in a tourism context.