Self service technologies

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Self-Service Technologies (SSTs) are technological interfaces allowing customers to produce services independent of involvement of direct service employee.[1] Self-Service technologies are replacing many face-to-face service interactions with the intention to make service transactions more accurate, convenient and faster.

Examples of SSTs[edit]

Automatic Teller machines (ATMs), Self pumping at gas stations, Self-ticket purchasing on the Internet and Self-check-out at hotels.[2]

References[edit]

  1. ^ Zeithaml, V et al., Services Marketing, 5th edition, 2009, p. 56
  2. ^ Kotler, P., Marketing Management, International edition, 2003, p. 457