STARS

Title

Help Yourself: Are Self-service Technologies Doing Enough to Elicit a Positive Response from Consumers?

Author(s)

Wei Wei, University of Central FloridaFollow
Edwin N. Torres, University of Central FloridaFollow
Nan Hua, University of Central FloridaFollow

Keywords

self service technologies

Abstract

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).

Date Created

5-1-2019

Notes

Based on the article:

Wei, W., Torres, E., & 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, 29(6), 1599-1618. doi: 10.1108/IJCHM-01-2016-0029

College

Rosen College of Hospitality Management

Type

article

STARS Citation

Wei, W., Torres, E. N., & Hua N. (2019). Help yourself: Are self-service technologies doing enough to elicit a positive response from consumers? Rosen Research Review, 1(1), pp. 18-21.