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Technology in use - characterizing customer self-service devices (SSDS)
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Hanken Svenska Handelshgsk, Ctr Relationship Mkt & Serv Management, Helsinki, Finland.;Karlstads Univ, CTF Serv Res Ctr, Karlstad, Sweden..
Hanken Sch Econ, Helsinki, Finland..
Hanken Svenska Handelshgsk, Dept Mkt, Helsinki, Finland..
Hanken Sch Econ, Dept Mkt, Helsinki, Finland..
2019 (English)In: Journal of Services Marketing, ISSN 0887-6045, E-ISSN 0887-6045, Vol. 33, no 1, p. 44-56Article in journal (Refereed) Published
Abstract [en]

Purpose - This study aims to introduce and characterize a specific form of self-service technology (SST), customer self-service devices (SSDs), as well as propose and apply a classification scheme of SSDs to encourage future research on such SSTs. Design/methodology/approach - The paper is based on conceptual development of customer SSDs and exploratory qualitative insight from representatives of companies offering various types of SSDs. Findings - This paper introduces SSDs as customer-possessed and controlled smart service devices aiming to solve problems from the customer's perspective, often within completely new, customer-defined service processes and ecosystems. SSDs are not confined to the company-controlled service environment, and customers may thus use them wherever and whenever they so wish. The study characterizes SSDs based on service and customer use features, as well as on the subject of the service act (self/other vs belongings) and nature of service act (monitoring vs acting). Research limitations/implications - This study is limited to conceptual exploration with qualitative insights from six companies. Future research is needed to empirically study different SSDs by using both qualitative and quantitative approaches in various settings. Originality/value - The paper conceptualizes SSDs as an extension to the traditional SST framework. It contributes to the understanding of how personal handheld devices can contribute to customer experiences. It provides research directions to stimulate further research in SSTs.

Place, publisher, year, edition, pages
EMERALD GROUP PUBLISHING LTD , 2019. Vol. 33, no 1, p. 44-56
Keywords [en]
Service delivery, Self-service technology, Smart services, Service features, Wearables, Prosumer, Self-service device, Customer use features
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-72231DOI: 10.1108/JSM-10-2018-0292ISI: 000467622600005OAI: oai:DiVA.org:kau-72231DiVA, id: diva2:1319398
Note

Gummerus har inget CAS med var gästforskare (åtminstone 2018)/aea

Available from: 2019-05-31 Created: 2019-05-31 Last updated: 2019-06-28Bibliographically approved

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