The human factors in self-service technology

Overview

Organisations are increasingly moving toward self-service technology (where consumers deliver services themselves using technological interfaces). While this increases organisational efficiencies, it has the potential to significantly impact customer engagement with the organisation.

We're seeking a Masters or PhD student to investigate the human factors involved in self-service technology delivery:

1. How do situational factors impact consumers' adoption of self-service technologies?
2. What motivators and inhibitors impact self-service technology usage?
3. Do consumers always respond appropriately within self-service environments?

The successful applicant for this project will have an interest in:

• services innovation and services marketing
• technology adoption
• consumer behaviour.

The applicant will have a strong background in data processing and statistical analysis as well as good communication and collaborative skills.

Keywords

• self-service technology
• service innovation
• services marketing
• consumer behaviour
• consumer misbehaviour

Contact

For more information, contact the supervisor.