|Chapter title||Adopting self service technology to do more with less|
|Authors||Hilton, T., Hughes, T., Little, E. and Marandi, E.|
|Editors||Ballantine, P. and Finsterwalder, J.|
Using the Service-Dominant Logic framework we consider the adoption of Self-Service Technologies (SST) by organizations seeking to do more with less. Qualitative research among UK customers suggests the need to clarify the resources (operant and operand) that both resource integrators (customer and organization) contribute and the processes that integrate the tasks performed by customers and employees to co-create value. Organizations need to manage customers as partial employees: identify the co-production tasks and ensure that customers have the requisite knowledge and skills to perform those tasks. The new employee roles also require managerial consideration as they replace service delivery tasks with ‘self-service recovery’ tasks.
|Keywords||Self-service Technology; Operant Resources; Co-production; Service-dominant logic|
|Book title||Doing more with less: the proceedings of the Annual ANZMAC Conference, 29 November - 1 December 2010, University of Canterbury, Christchurch, New Zealand|
|Publisher||Department of Management, College of Business and Economics, University of Canterbury|
|Web address (URL)||http://anzmac2010.org/proceedings/pdf/anzmac10Final00052.pdf|