Self-Service-Technologies

Companies increasingly replace the services generated in personal customer contact with Self Service Technologies (SST). Services are being generated by the customers themselves instead of employees. Whether customers actually use the offered SST depends on various factors. An essential factor in SST use is perceived control, i.e. the way how the customer regards his control and influence in the use of SST.

Research objectives:

• Identification of factors influencing the use of SST
• Comparison of the impact of different SST