The SST’s conquest of customer confidence: overcome the need for human interaction to reach productivity / François VASSEUR / 2019

Titre : The SST’s conquest of customer confidence: overcome the need for human interaction to reach productivity Type de document : Mémoire Auteurs : François VASSEUR, Auteur Année de publication : 2019 Importance : 23 p. Note générale : Pour accéder aux fichiers PDF, merci de vous identifier sur le catalogue avec votre compte Office 365 via le bouton CONNEXION en haut de page. Langues : Anglais (eng) Mots-clés : Management CONSOMMATEUR ; INNOVATION TECHNOLOGIQUE ; MACHINE ; SOCIETE DE CONSOMMATION Résumé : Self-service technology (SST) knew the last ten years a remarkable adoption effect, linked with the generalisation of its use in the cinemas and the fast foods. It facilitated the optimisation of order taking for the customers while driving human resources toward higher added value tasks. Nevertheless, this study tends to show that the adoption of SST remains incomplete and that the human interaction is still favoured in the purchasing of top range services. Two types of questions asked to the people surveyed show that the consciousness of the customers keep preferring human interaction rather than technology whereas unconscious reactions, observed with the solicitation of personal experience, show a priority given to the optimisation allowed by SST. SST machines seem to be more and more fixed in customers habits for its current use, but its expansion toward other types of services or other industries could face another resistance phenomenon. Note de contenu : PGE: Bibliogr.P.21-23 Programme : PGE-Rouen Spécialisation : Entrepreneurship Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=496420