Purpose – Self‐service technologies (SSTs) allow customers to offer their own service encounters via the interaction of electronic service interfaces or machines rather than by interacting with a firm's service personnel. This paper aims to develop an integrated model designed to predict and...

Purpose – Few marketing studies look at service classifications for self‐service technologies (SSTs) and none directly compare consumer‐based perceptions of traditional services to SSTs. To fill this gap, this study aims to examine how customers perceived traditional services and SSTs on...

Purpose – This paper aims to determine the importance of the human touch in customer service interactions. Design/methodology/approach – The paper is based on two original studies using tech‐savvy respondents, utilizing a survey and scenario‐based research. Findings – The paper finds...

Purpose – The purpose of this paper is to study customer delight in tourism as influenced by destination image and perceived value, in the context of Tirupati Thirumala Balaji Devasthanam, the most visited temple in the world. Further, the role of self‐service technology in enhancing...

"Cut costs - it's a common corporate refrain. But if you constantly slash expenditures, what happens to innovation? How can you stay competitive and satisfy customers? Costovation solves the dilemma of how to spend less and innovate more: by finding areas where less is exactly what customers...