scholarly journals Self-service delivery and the growing roles of channels

2007 ◽  
Vol 14 (2) ◽  
pp. 150-159 ◽  
Author(s):  
Shaun Doyle
Keyword(s):  
Service Delivery ◽  
Self Service

Enhancing the value co-creation process: artificial intelligence and mobile banking service platforms

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Elizabeth H. Manser Payne ◽  
James Peltier ◽  
Victor A. Barger
Keyword(s):  
Artificial Intelligence ◽  
Service Delivery ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Content Type ◽  
Creation Process ◽  
Age Cohorts ◽  
Value Propositions ◽  
Self Service ◽  
Self Service Technology

Purpose The purpose of this study is to investigate the relationships that influence the value co-creation process and lead to consumer comfort with artificial intelligence (AI) and mobile banking (AIMB) service platforms. Design/methodology/approach A conceptual model was developed to investigate the value-in-use perceptions of AI-based mobile banking applications via five antecedents: baseline perceptions of current bank service delivery; service delivery configuration benefits; general data security; safety perceptions of specific mobile banking services; and perceptions of AI service delivery. Data were collected from 218 respondents and analyzed using structural equation modeling. Findings This study highlights the role and importance of the sequential relationships that impact the assessment of AIMB. The findings suggest that service delivery and the customer’s role in value co-creation change as AI is introduced into a digital self-service technology channel. Furthermore, AIMB offers transaction-oriented (utilitarian) value propositions more so than relationship-oriented (hedonic) value propositions. Research limitations/implications The sample consisted on digital natives. Additional age cohorts are needed. Practical implications As financial institutions redirect their business models toward digital self-service technology channels, the need for customers to feel comfortable while interacting with an AI agent will be critical for enhancing the customer experience and firm performance. Originality/value The authors extend the service-dominant logic (SDL) literature by showing that value co-creation is a function of both firms’ technologies and consumers’ value-in-use, a finding that appears to be unique in the literature. The authors advance the digital transformation literature by evaluating AIMB as an interactive process that requires an understanding of key technology constructs, including perceptions of baseline service relationships, desired service configurations, security and safety issues and whether AI is useful for value co-creation. To the best of the authors’ knowledge, this is the first SDL framework that investigates interactive and structural relationships to explain value-in-use perceptions of AIMB.

scholarly journals A Review of the Effects of Self-Service Technologies on Firm Performance in Kenya

2021 ◽  
Vol 1 (2) ◽  
pp. 48-56
Author(s):  
Zedekia Juma Adhaya ◽  
Stephen Ochieng Odock
Keyword(s):  
Firm Performance ◽  
Service Delivery ◽  
Rural Areas ◽  
Business Environment ◽  
Empirical Literature ◽  
Research Gaps ◽  
Internal Customers ◽  
Self Service ◽  
Self Service Technology ◽  
The Impact

Self-service technology (SST) continues to create tremendous impact on the business environment globally. A technology that allows consumers to take on the traditional place of service agents in the provision of services. Business organizations are taking advantage of the advancement in technology to improve service delivery and performance. The advancement in technology particularly with respect to nanotechnology, genome sequencing and artificial intelligence are among the drivers of the 4th Industrial Revolution. Consequently, information technology advancement is changing the marketing landscape of goods and services such that service industry, notably hospitality and transport have increased the prevalence of SSTs, as critical drivers of an organization’s industrial strength level. By a firm adopting technology-based strategy, this means higher clients’ satisfaction, cost minimization, and faster accurate service delivery with higher consistency among other benefits. This paper therefore, assesses the impact of SSTs and emphasizes on actual adoption and usage of self-service as proposed by technology acceptance model. The study reviews theoretical and empirical literature on the subject of SSTs and firm performance, identifies the research gaps and puts forward a suitable conceptual framework that can investigate the link between SST and firm performance. This paper uses secondary data to establish research gaps and the determinant of the success of adoption of SST by a firm. From a total of 54 articles reviewed, almost all studies on SSTs are based on the service sector focusing least on the internal customers in Kenya. A few studies related directly to the performance of the firms to the adoption of SSTs. Agricultural and manufacturing sectors particularly in the rural areas are unexploited directly. This is due to infrastructural imbalances in the urban and rural areas. The outcome of this review would enlighten; administrators of firms in Kenya and the entire East African region on the importance of ICT infrastructure, the information resources and the strategies for optimizing electronic services to attain competitive advantage. It widens the frontiers of knowledge for the academic community in production and operation management and enhances the understanding of the customer SST interactions in different industries. It creates further valuable implications on the industrial sectors, principally to the managers who use the information in drafting service related strategies and hence become a yardstick to evaluate the present service initiatives appropriately. It allows the managers to have a basis to determine whether the massive investment in adoption of technology is justifiable. Finally, this paper contributes to the existing knowledge in self-service technology and customer satisfaction and serves as source of reference to future researchers and academicians in this field.

scholarly journals Shaping a township: self-connecting as �counter conduct� in Umlazi, Durban

2021 ◽  
Vol 9s11 ◽  
pp. 93-106
Author(s):  
Shauna Mottiar
Keyword(s):  
South Africa ◽  
Social Movements ◽  
Qualitative Study ◽  
Service Delivery ◽  
Service Provision ◽  
Social Rights ◽  
Self Service ◽  
The Government

South Africa has high levels of protest. Protest actions are frequently linked to demands for �service delivery�, specifically the lack of access to housing, water and electricity in poor neighbourhoods. As a result, residents in these areas have resorted to informal, self-service provision in the form of illegal water and electricity connections. These self-services have assumed two narratives: the first, in official circles, as criminalised activities; and the second, by protestors and social movements, as gaining basic social rights. This article examines the various methods of �illegal� water and electricity connections in the township of Umlazi, situated in Durban, South Africa. It draws on �counter conduct� to understand illegal connections as �diffuse and subdued forms of resistance�. Techniques of counter conduct by Umlazi residents resist both forms and quantities of service provision through the act of self-connecting. Self-connections use the government�s own techniques against it while adopting its own governmentality. The article is based on a qualitative study comprising interviews with householders of Emhlabeni, Umlazi Section D.

“My bad”: investigating service failure effects in self-service and full-service settings

2019 ◽  
Vol 33 (2) ◽  
pp. 181-191 ◽  
Author(s):  
Sören Köcher ◽  
Stefanie Paluch
Keyword(s):  
Service Delivery ◽  
Negative Impact ◽  
Service Failure ◽  
Delivery Mode ◽  
Content Type ◽  
Active Involvement ◽  
Service Failures ◽  
Study Results ◽  
Negative Effect ◽  
Self Service

PurposeCompanies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).Design/methodology/approachTwo 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and non-technological contexts (i.e. ticket purchase and furniture assembly) were conducted.FindingsStudy results reveal that although service failures have a similar negative impact on satisfaction across both full-services and self-services, in the self-service context, the negative effect on the willingness to use the same service delivery mode again is attenuated.Research limitations/implicationsBy emphasizing the role of customers’ active involvement in the service delivery process, the study extends previous knowledge regarding customer response to service failures in different service settings.Practical implicationsBy highlighting that self-service customers’ future behavioral intentions are less severely affected by service failures, the authors present an additional feature of customer involvement in service delivery processes that goes beyond the previously recognized advantages.Originality/valueDespite the abundance of research on the effects of failure attributions, previous studies have predominantly examined main effects of attributions on customer responses, such that insights into potential moderating effects of failure attributions on established relationships – as investigated in this study – are still scarce.

scholarly journals Challenges of cloud computing use: A systematic literature review

2018 ◽  
Vol 200 ◽  
pp. 00007 ◽  
Author(s):  
Ibtissam M’rhaoaurh ◽  
Chafik Okar ◽  
Abdelwahed Namir ◽  
Nadia Chafiq
Keyword(s):  
Cloud Computing ◽  
Literature Review ◽  
Service Delivery ◽  
Systematic Literature Review ◽  
Service Access ◽  
New Paradigm ◽  
It Service ◽  
Cloud Computing Adoption ◽  
Self Service ◽  
Systematic Framework

Background: In recent years, cloud computing has grown vastly. Cloud computing represents a new model for IT service delivery and it typically provides over-a-network, ondemand, self-service access, which is dynamically scalable and elastic, using pools of often virtualized resources. However, this new paradigm is facing diverse challenges from many fronts. Methods: We conducted a systematic literature review of potential challenges of cloud computing. Documents that described challenges of cloud computing were collected of routinely. We grouped identified challenges in taxonomy for a focused international dialogue on solutions. Results: Twenty-three potential challenges were identified and classified in three categories: policy and organizational, technical and legal. The first three categories are deeply rooted in well-known challenges of cloud computing. Conclusions: The simultaneous effect of multiple interacting challenges ranging from technical to intangible issues has greatly complicated advances in cloud computing adoption. A systematic framework of challenges of cloud computing will be essential to accelerate the use of this technology for working well in fact and in order to face with respect to mitigating IT-related cloud computing risks.

Technical and Functional Quality in the Development of T-Government Services

2011 ◽  
pp. 2943-2965
Author(s):  
Margherita Pagani ◽  
Chiara Pasinetti
Keyword(s):  
Decision Making ◽  
Service Delivery ◽  
Service Providers ◽  
Digital Television ◽  
Delivery Methods ◽  
The Public ◽  
Government Services ◽  
Functional Quality ◽  
Self Service ◽  
Service Manager

This chapter examines the reasons why individuals would choose electronic self-service delivery methods over more traditional methods of service delivery for government services. The chapter tests the concepts of technical quality (what is delivered) and functional quality (how the service is being delivered) in the development of t-government services. The study investigates, from the business-side and consumer-side, the factors related to decision making when people consider and evaluate the usage of an online TV government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via two quantitative surveys. Accessibility, usability, and functionality of the systems are the most critical variables that service providers need to consider. The chapter identi?es some guiding lines in the design of the new services broadcast by digital television and the most important indicators to be used in order to guarantee an adequate interface to the citizens. The results are signi?cant to the public service manager who needs to consider both barriers and bene?ts of adoption if they are to develop plans to increase the take-up of their electronic services.

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