Self service technologies

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

Automated teller machines (ATMs), self-pumping at gas stations, self-ticket purchasing on the Internet and self-check-out at hotels and libraries are typical examples of self service technologies.^[2] As users of self service technologies continue to become more accepting, additional solutions for making service transactions more convenient and faster will be developed.

References

^ Zeithaml, V et al., Services Marketing, 5th edition, 2008, p. 56
^ Kotler, P., Marketing Management, International edition, 2003, p. 457

[1] Zeithaml, V et al., Services Marketing, 5th edition, 2008, p. 56

[2] Kotler, P., Marketing Management, International edition, 2003, p. 457

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