The use of self-service technologies (SSTs) has grown significantly over the last ten years. In their research paper, Dr. Wei Wei, Dr. Edwin N. Torres and Dr. Nan Hua from Rosen College of Hospitality Management, University of Central Florida, aim to identify gaps in current research into the value of SSTs within hotels and restaurants. They also look at the role extrinsic and intrinsic attributes play and how an SST can lead to a transcendent service experience (TSE).
Wei W, Torres, E and Nan H. (2017) The power of self-service technologies in creating transcendent service experiences: The paradox of extrinsic attributes. International Journal of Contemporary Hospitality Management, Volume 29(6), 1599-1618. https://doi.org/10.1108/IJCHM-01-2016-0029.
Wei, Wei; Torres, Edwin N.; and Hua, Nan
"Help Yourself: Are Self-service Technologies Doing Enough to Elicit a Positive Response from Consumers?,"
Rosen Research Review: Vol. 1:
1, Article 4.
Available at: https://stars.library.ucf.edu/rosen-research-review/vol1/iss1/4