Kokkinou, Alinda; Cranage, David A. - In: International Journal of Contemporary Hospitality Management 27 (2015) 6, pp. 1181-1197
using a self-service alternative and using a service employee. As self-service technologies are expensive and time … self-service kiosks. Design/methodology/approach – The study used online scenario-based surveys following a 4 (number of … customers waiting for the self-service technology) × 4 (number of customers waiting for the service employee) design. A binary …