Ramaseshan, B.; Kingshott, Russel Philip; Stein, Alisha - In: Journal of Service Management 26 (2015) 5, pp. 751-776
Purpose – Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies, firms have jumped on the bandwagon without considering their own readiness to use SST. To date, there has...