2015 | OriginalPaper | Chapter
Technology-Based Self-Service: Issues For Retail Management And Research
Authors : Ismet Anitsal, Mark A. Moon, M. Meral Anitsal
Published in: Proceedings of the 2002 Academy of Marketing Science (AMS) Annual Conference
Publisher: Springer International Publishing
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This conceptual paper reviews the place of technology in services marketing and technology-based self-services (TBSS) in a general classification schema for services. This is followed by a discussion of benefits and challenges of TBSS for retailers. Finally, a research agenda, which incorporates company, customer, employee and technology point of views is presented.