Title
Understanding The Use of TechnologyBased Self Service: The Consumers? Point of View,Used
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The growth of new innovative technologies in service delivery and increasing labor costs make service providers to think about new service delivery options which allow consumers to serve themselves as an alternative way. These new services potentially offer consumers roundtheclock access to services, including during emergencies. These kinds of new services are known as TechnologyBased Selfservice delivery(TBSS). TBSS delivery is classified into two category of services which are onsite (at firm?s site) and offsite service (at customer's home/place); also the customer?s interaction with the technology can be either direct or indirect. This book will focus on the onsite TBSS with direct interaction between the customer and technology. The book attempts to investigate and analyze the factors that influence intention to adopt technologybased self service from the consumers? point of view.
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