- Additional information
- Self‐service technology adoption: comparing three technologies
- "An investigation of Indian consumers' adoption of retail self-service " by Rama Srinivasan
- Firms’ adoption of self-service technology: how managerial beliefs shape co-production decisions
- 1 Introduction
Finally, the findings can help decision makers to ascertain whether to invest in SST as an alternative to service representative solutions.
Procedia Computer Science Volume , , Pages Author links open overlay panel Eoghan Considine Kathryn Cormican. Under a Creative Commons license.
- The Rise of Guest Self-Service Technology in the Hospitality Industry;
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Abstract Self-service technologies SST have become ubiquitous in modern life. Keywords Self-service technologies. Recommended articles Citing articles 0.
Self‐service technology adoption: comparing three technologies
It makes sense — on the one hand the newer tools have learned how best to deliver a highly-usable self-service capability, often employing consumer-world capabilities to drive end-user adoption. And the older self-service tools have been in situ long enough to reap the anticipated benefits — which may or may not have involved repeat attempts to bring about self-service success. The tool alone is not enough, as this cohort-based view of tool age shows:.
As you can see the four pie charts show, having either newer or older tools was insufficient for these organizations to achieve self-service success.
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"An investigation of Indian consumers' adoption of retail self-service " by Rama Srinivasan
Image Credit. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Previously held positions in IT research and analysis at IT industry analyst firms Ovum and Forrester and the UK Post Office , IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.
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August 17, […]. Stephen Mann. August 17, Service Desk.
Firms’ adoption of self-service technology: how managerial beliefs shape co-production decisions
Share on facebook. Share on twitter. Share on linkedin. Does the age of the self-service technology matter? Further analysis in the SDI report In addition to this age-based analysis, the report can be used to compare success relative to: Motivations — the reasons for implementing a self-service proposition Motivations met — meeting expectations User preference — what the end user favors Obstacles encountered — barriers to success Benefits achieved — deriving value. In comparison, organizations in the higher ROI categories have achieved other motivations and, in the process, have reduced cost.
For some organizations, undoubtedly due to their motivation only to reduce cost and workloads, this obstacle proved damaging.
However, for others, no major impact is seen. Want ITSM best practice and advice delivered directly to your inbox?
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