logging in or signing up Module 7 - Self-Service Technologies skbeldona Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 568 Category: Education License: All Rights Reserved Like it (0) Dislike it (2) Added: January 24, 2011 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript Module 7Self-Service Technologies : Module 7Self-Service Technologies Sri Beldona, Ph.D. HRIM 140 Information Technology in Services Management Technology: Opportunities and Paradoxes : Technology: Opportunities and Paradoxes Amongst many positives important to recognize paradoxes and the dark side Customers do not always welcome technology with open arms Threatens customer privacy Employees resist change and often do not see the value in technology. A loss of human contact and personal interaction Tremendous investment costs in technology for firms, with often uncertain paybacks. However, customers still want good service SST (Self-Service Technology) Platforms : SST (Self-Service Technology) Platforms Vending: Retail oriented. Focuses on product presentation and delivery Kiosk: Largely service oriented. Can be informational/transactional Web: Comprehensive system that addresses retail and service contexts. Comparison of SST Platforms : Comparison of SST Platforms Kiosk Growth Overview : Kiosk Growth Overview Source: Fincher. Market-wide survey of kiosk and self-service user/deployers and suppliers (April 2004) Kiosk Pricing : Kiosk Pricing 2004 Range: $3,500 to $20,000 Average: $6,100 2014 Range: What’s a kiosk? Average: $5,070 Source: Fincher. Market-wide survey of kiosk and self-service user/deployers and suppliers (April 2004) Global view of Kiosk use estimates and trends : Global view of Kiosk use estimates and trends 2004 2014 Source: Fincher. Market-wide survey of kiosk and self-service user/deployers and suppliers (April 2004) 10 Most InfluentialDrivers of the Growth : 10 Most InfluentialDrivers of the Growth Notes: #1 was 31% greater than #2 No significant difference between user/deployers and suppliers. 5. Cost savings 6. Faster, more efficient service 7. ROI for business/ organization 8. More choice 9. Privacy 10. Better data collection 1. Customers want to CONTROL their own experience 2. Customers want to IMPROVE their own experience 3. Minimize poor customer service 4. Convenience (including “accessibility” and 24/7 availability) Source: Fincher. Market-wide survey of kiosk and self-service user/deployers and suppliers (April 2004) 10 BiggestChallenges To Growth of SSTs : 10 BiggestChallenges To Growth of SSTs Budget Customer Acceptance/ Adoption Awareness/Education Lack of Internal Champion/Support Reliability Issues Application Issues Usability Issues ROI Security/Privacy Content Development/ Management Source: Fincher. Market-wide survey of kiosk and self-service user/deployers and suppliers (April 2004) You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.