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Self-service business intelligence and analytics (SSBIA) empowers non-IT users to create reports and analyses independently. SSBIA methods and processes are discussed in the context of an increasing number of application scenarios. However, previous research on SSBIA has made distinctions among these scenarios only to a limited extent. These scenarios include a wide variety of activities ranging from simple data retrieval to the application of complex algorithms and methods of analysis. The question of which dimensions are suitable for differentiating SSBIA application scenarios remains unanswered. In this article, we develop a taxonomy to distinguish among SSBIA applications more effectively by analyzing the relevant scientific literature and current SSBIA tools as well as by conducting a case study in a company. Both researchers and practitioners can use this taxonomy to describe and analyze SSBIA scenarios in further detail. In this way, the opportunities and challenges associated with SSBIA application can be identified more clearly. In addition, we conduct a cluster analysis based on the SSBIA tools thus analyzed. We identify three archetypes that describe typical SSBIA tools. These archetypes identify the application scenarios that are addressed most frequently by SSBIA tool providers. We conclude by highlighting the limitations of this research and suggesting an agenda for future research.

Purpose: mHealth services are effective and cost efficient, yet wide-scale adoption of these services by consumers has yet to be achieved, constraining their public health benefit. Further investigation of non-technological determinants of mHealth adoption is needed; specifically, the role of consumers' goals has received scant attention and forms the research focus. Design/methodology/approach: Study 1 comprised 20 interviews with participants who possess a health goal, with the data analysed using an abductive reasoning approach. Study 2 was a 15-min online survey (n = 653), with the data analysed using multi-group structural equation modelling. Findings: Study 1 identified several antecedents to the desirability and feasibility of consumers' health goals, which influence their desire to use mHealth services. Study 2 shows significant differences in the determinants of mHealth service acceptance depending on whether consumers set concrete as opposed to abstract goals, but social acceptance of mHealth services of these services is important for both groups. Practical implications: The findings suggest emphasising the importance of health goals to achieving other consumer goals (e.g. work or travel goals), the efficacy of mHealth services relative to other service alternatives for achieving those health goals, and the social acceptance of mHealth services to increase their uptake. Originality/value: This study is the first to use construal-level theory to improve understanding of the role of consumers' goals in the adoption of mHealth services. By identifying the antecedents to goal desirability and feasibility, it also broadens the model of goal-directed behaviour.

The majority of studies on internal brand equity examine its various dimensions and relationships between them. While prior research specifies organizational practices relevant for successful internal branding, the insights about the impact of essential organizational factors on internal brand equity are still limited. This study focuses on organizational resilience that is vital for the existence of organizations not only during a crisis, but also during everyday operations. The main purpose of this study is to investigate the impact of organizational resilience on internal brand equity considering the effects triggered by self-service technology (SST) in retailing. Since retailing had been significantly transformed by technological innovations over the past decade, we explore the effects of employees’ perceptions about performance of SST. The results of a survey conducted among retail employees in Sweden demonstrate that organizational resilience and employees’ perceptions about technological innovations are critical for enhancing internal brand equity, which includes brand orientation, internal brand knowledge, internal brand involvement, and internal brand commitment.

The majority of studies on internal brand equity examine its various dimensions and relationships between them. While prior research specifies organizational practices relevant for successful internal branding, the insights about the impact of essential organizational factors on internal brand equity are still limited. This study focuses on organizational resilience that is vital for the existence of organizations not only during a crisis, but also during everyday operations. The main purpose of this study is to investigate the impact of organizational resilience on internal brand equity considering the effects triggered by self-service technology (SST) in retailing. Since retailing had been significantly transformed by technological innovations over the past decade, we explore the effects of employees’ perceptions about performance of SST. The results of a survey conducted among retail employees in Sweden demonstrate that organizational resilience and employees’ perceptions about technological innovations are critical for enhancing internal brand equity, which includes brand orientation, internal brand knowledge, internal brand involvement, and internal brand commitment.

The majority of studies on internal brand equity examine its various dimensions and relationships between them. While prior research specifies organizational practices relevant for successful internal branding, the insights about the impact of essential organizational factors on internal brand equity are still limited. This study focuses on organizational resilience that is vital for the existence of organizations not only during a crisis, but also during everyday operations. The main purpose of this study is to investigate the impact of organizational resilience on internal brand equity considering the effects triggered by self-service technology (SST) in retailing. Since retailing had been significantly transformed by technological innovations over the past decade, we explore the effects of employees’ perceptions about performance of SST. The results of a survey conducted among retail employees in Sweden demonstrate that organizational resilience and employees’ perceptions about technological innovations are critical for enhancing internal brand equity, which includes brand orientation, internal brand knowledge, internal brand involvement, and internal brand commitment.

Self-service technologies (SSTs) change the retail industry profoundly by changing consumer-provider interactions. SSTs are defined as technological interfaces that enable customers to use services without the direct involvement of the service firm’s employees. SSTs have multiple benefits and risks, depending on the type of SST. However, a major issue for retailers of self-service farm shops in rural areas is how to address these new business models to prevent consumer misbehavior without implementing high-technology solutions. This study aims to investigate the key enablers for operating self-service farm shops in rural areas of Austria and explores the role of trust in this customer-vendor relationship. For this purpose, in-depth semistructured interviews were conducted, and thematic text analysis was applied. The results show that the main drivers for operating a self-service farm store in rural areas include trends in the retailing industry, trends in consumer preferences, and the current state of agriculture. Furthermore, the trust aims at restoring the belief in honest consumer behavior and is therefore crucial for self-service operations. However, certain behavioral influences such as nudging and social influence also support the role of trust in a customer-vendor relationship and act as indirect control measures for store operators that aim to prevent consumer misbehavior and reduce uncertainty in their business., Sina Stadler, Masterarbeit Universität Innsbruck 2022

The development of self-service technologies has been rampant in the last decade. From the early 20-century to the current day, the definition of what has been self-service has developed from automated ATMs to now fully independent self-service retail stores. These innovative business models provide unique challenges to business owners in logistics, customer interaction, and security. At the forefront of these challenges are interpersonal trust. From low-tech to high-tech solutions, these challenges are present. This master thesis intends to provide an understanding of the trust relationship between store managers and consumers. Through qualitative semi-structured interviews and an exploration of current literature, the thesis outlined the challenges and opportunities that trust provides in the business model, as well as how the stores adapt to local demands. The findings unveil how managers provide trust through relational, community and visual aspects which guide their decision-making. The stores’ identity is anchored through the local community and deliver an emphasize on common goals. The Norwegian iterations are radically different compared to Amazon GO, however with a few similarities. The thesis proposes ways of handling trust as well as development opportunities for prospecting cashierless managers. Finally, future research opportunities are addressed within the topic of cashierless retail., Olsen, Håkon Brathovde, Masterarbeit Universität Innsbruck 2022

Objective: Technological advances have prompted many businesses to introduce self-service technology (SST) to improve customer waiting times and reduce operational costs. This study aims to determine the factors linked to the acceptance of self-service technology by customers at fast-service restaurants. Research Design & Methods: This research uses a quantitative method by surveying 172 customers who had visited self-service restaurants within the preceding six months. The Unified Theory of acceptance and use of technology (UTAUT) was used to determine the factors linked to the acceptance of self-service technology at quick-service restaurants. The Statistical Package for Social Sciences was used for analysis. Findings: It was found that age and gender moderate the relationship between the construct: performance expectancy ratio and SST usage intention, effort expectancy and SST usage intention, social influence and usage intention and lastly, age moderates the relationship between facilitating conditions and SST usage behaviour. Contribution & Value Added: The design of future self-service technology at restaurants should be constructed in a manner that would appeal to customers of all ages and gender. An education drive should be prioritised to educate customers about the benefits of self-service while ensuring that they also understand that technology does not reduce employment but may be used to create employment in other forms. Future studies should also investigate whether technology education might have a moderating effect on technology.

Objective: Technological advances have prompted many businesses to introduce self-service technology (SST) to improve customer waiting times and reduce operational costs. This study aims to determine the factors linked to the acceptance of self-service technology by customers at fast-service restaurants. Research Design & Methods: This research uses a quantitative method by surveying 172 customers who had visited self-service restaurants within the preceding six months. The Unified Theory of acceptance and use of technology (UTAUT) was used to determine the factors linked to the acceptance of self-service technology at quick-service restaurants. The Statistical Package for Social Sciences was used for analysis. Findings: It was found that age and gender moderate the relationship between the construct: performance expectancy ratio and SST usage intention, effort expectancy and SST usage intention, social influence and usage intention and lastly, age moderates the relationship between facilitating conditions and SST usage behaviour. Contribution & Value Added: The design of future self-service technology at restaurants should be constructed in a manner that would appeal to customers of all ages and gender. An education drive should be prioritised to educate customers about the benefits of self-service while ensuring that they also understand that technology does not reduce employment but may be used to create employment in other forms. Future studies should also investigate whether technology education might have a moderating effect on technology.

The development of self-service technologies has been rampant in the last decade. From the early 20-century to the current day, the definition of what has been self-service has developed from automated ATMs to now fully independent self-service retail stores. These innovative business models provide unique challenges to business owners in logistics, customer interaction, and security. At the forefront of these challenges are interpersonal trust. From low-tech to high-tech solutions, these challenges are present. This master thesis intends to provide an understanding of the trust relationship between store managers and consumers. Through qualitative semi-structured interviews and an exploration of current literature, the thesis outlined the challenges and opportunities that trust provides in the business model, as well as how the stores adapt to local demands. The findings unveil how managers provide trust through relational, community and visual aspects which guide their decision-making. The stores’ identity is anchored through the local community and deliver an emphasize on common goals. The Norwegian iterations are radically different compared to Amazon GO, however with a few similarities. The thesis proposes ways of handling trust as well as development opportunities for prospecting cashierless managers. Finally, future research opportunities are addressed within the topic of cashierless retail., Olsen, Håkon Brathovde, Masterarbeit Universität Innsbruck 2022

Self-service technologies (SSTs) change the retail industry profoundly by changing consumer-provider interactions. SSTs are defined as technological interfaces that enable customers to use services without the direct involvement of the service firm’s employees. SSTs have multiple benefits and risks, depending on the type of SST. However, a major issue for retailers of self-service farm shops in rural areas is how to address these new business models to prevent consumer misbehavior without implementing high-technology solutions. This study aims to investigate the key enablers for operating self-service farm shops in rural areas of Austria and explores the role of trust in this customer-vendor relationship. For this purpose, in-depth semistructured interviews were conducted, and thematic text analysis was applied. The results show that the main drivers for operating a self-service farm store in rural areas include trends in the retailing industry, trends in consumer preferences, and the current state of agriculture. Furthermore, the trust aims at restoring the belief in honest consumer behavior and is therefore crucial for self-service operations. However, certain behavioral influences such as nudging and social influence also support the role of trust in a customer-vendor relationship and act as indirect control measures for store operators that aim to prevent consumer misbehavior and reduce uncertainty in their business., Sina Stadler, Masterarbeit Universität Innsbruck 2022

Objective: Technological advances have prompted many businesses to introduce self-service technology (SST) to improve customer waiting times and reduce operational costs. This study aims to determine the factors linked to the acceptance of self-service technology by customers at fast-service restaurants. Research Design & Methods: This research uses a quantitative method by surveying 172 customers who had visited self-service restaurants within the preceding six months. The Unified Theory of acceptance and use of technology (UTAUT) was used to determine the factors linked to the acceptance of self-service technology at quick-service restaurants. The Statistical Package for Social Sciences was used for analysis. Findings: It was found that age and gender moderate the relationship between the construct: performance expectancy ratio and SST usage intention, effort expectancy and SST usage intention, social influence and usage intention and lastly, age moderates the relationship between facilitating conditions and SST usage behaviour. Contribution & Value Added: The design of future self-service technology at restaurants should be constructed in a manner that would appeal to customers of all ages and gender. An education drive should be prioritised to educate customers about the benefits of self-service while ensuring that they also understand that technology does not reduce employment but may be used to create employment in other forms. Future studies should also investigate whether technology education might have a moderating effect on technology.

The majority of studies on internal brand equity examine its various dimensions and relationships between them. While prior research specifies organizational practices relevant for successful internal branding, the insights about the impact of essential organizational factors on internal brand equity are still limited. This study focuses on organizational resilience that is vital for the existence of organizations not only during a crisis, but also during everyday operations. The main purpose of this study is to investigate the impact of organizational resilience on internal brand equity considering the effects triggered by self-service technology (SST) in retailing. Since retailing had been significantly transformed by technological innovations over the past decade, we explore the effects of employees’ perceptions about performance of SST. The results of a survey conducted among retail employees in Sweden demonstrate that organizational resilience and employees’ perceptions about technological innovations are critical for enhancing internal brand equity, which includes brand orientation, internal brand knowledge, internal brand involvement, and internal brand commitment.

The majority of studies on internal brand equity examine its various dimensions and relationships between them. While prior research specifies organizational practices relevant for successful internal branding, the insights about the impact of essential organizational factors on internal brand equity are still limited. This study focuses on organizational resilience that is vital for the existence of organizations not only during a crisis, but also during everyday operations. The main purpose of this study is to investigate the impact of organizational resilience on internal brand equity considering the effects triggered by self-service technology (SST) in retailing. Since retailing had been significantly transformed by technological innovations over the past decade, we explore the effects of employees’ perceptions about performance of SST. The results of a survey conducted among retail employees in Sweden demonstrate that organizational resilience and employees’ perceptions about technological innovations are critical for enhancing internal brand equity, which includes brand orientation, internal brand knowledge, internal brand involvement, and internal brand commitment.

The main objective of this research is to assess the adoption of Self-service technologies in Indian banking industry. (consumer’s intention to use SSTs in daily life). The goal is to examine that how frequently consumers use these technologies and how well they are aware about it, are they loyal in using these technologies, will they continue to use the in the future. For collecting the responses 37 questions were circulated with 300 respondents and data was analyzed using SPSS. The study adds to the existing body of knowledge and thus contribute to the current understanding on the topic of SST adoption in Indian banking industry.

The main objective of this research is to assess the adoption of Self-service technologies in Indian banking industry. (consumer’s intention to use SSTs in daily life). The goal is to examine that how frequently consumers use these technologies and how well they are aware about it, are they loyal in using these technologies, will they continue to use the in the future. For collecting the responses 37 questions were circulated with 300 respondents and data was analyzed using SPSS. The study adds to the existing body of knowledge and thus contribute to the current understanding on the topic of SST adoption in Indian banking industry.

The main objective of this research is to assess the adoption of Self-service technologies in Indian banking industry. (consumer’s intention to use SSTs in daily life). The goal is to examine that how frequently consumers use these technologies and how well they are aware about it, are they loyal in using these technologies, will they continue to use the in the future. For collecting the responses 37 questions were circulated with 300 respondents and data was analyzed using SPSS. The study adds to the existing body of knowledge and thus contribute to the current understanding on the topic of SST adoption in Indian banking industry.

The main objective of this research is to assess the adoption of Self-service technologies in Indian banking industry. (consumer’s intention to use SSTs in daily life). The goal is to examine that how frequently consumers use these technologies and how well they are aware about it, are they loyal in using these technologies, will they continue to use the in the future. For collecting the responses 37 questions were circulated with 300 respondents and data was analyzed using SPSS. The study adds to the existing body of knowledge and thus contribute to the current understanding on the topic of SST adoption in Indian banking industry.

Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel’s workload. However, prior research has shown that IT operations often fail to achieve this goal. Existing methods for modeling and analyzing services fall short of supporting service providers in identifying and specifying service tasks suitable to be devolved to (internal) customers. This paper presents, therefore, the first method for devolving service tasks in IT services (DESERV IT). DESERV IT is a compound of four method components encompassing a joint meta-model, a visual notation for modeling IT services, and procedural recommendations. The DESERV IT meta-model extends the meta-model of service blueprinting by means of concepts required to analyze service task devolvement. DESERV IT is evaluated in four evaluation episodes. The results of the evaluation episodes show that DESERV IT is perceived as effective, useful, complete, and generalizable by experts in the IT service management and enterprise architecture discipline. This paper contributes to enterprise modeling by demonstrating the feasibility of DESERV IT in an example case and describing DESERV IT’s evolution during the evaluation episodes. DESERV IT supports practitioners (e.g., request fulfillment managers) in modeling and analyzing IT services.

The main objective of this research is to assess the adoption of Self-service technologies in Indian banking industry. (consumer’s intention to use SSTs in daily life). The goal is to examine that how frequently consumers use these technologies and how well they are aware about it, are they loyal in using these technologies, will they continue to use the in the future. For collecting the responses 37 questions were circulated with 300 respondents and data was analyzed using SPSS. The study adds to the existing body of knowledge and thus contribute to the current understanding on the topic of SST adoption in Indian banking industry.

The Last-mile delivery is seen as an emerging attention due to the increased focus on e-commerce and Omni-channel retailing. Due to these and since it involves end consumers, organizations look for innovative solutions to provide customers with a service fulfillment option. This thesis present, the evaluation, and understanding of Cardboard trolley solution for self transportation of goods by a consumer, from a retail store. In the reported and described action research study performed with the organization IKEA, it is shown that the identified solution is influenced by a lot of factors which needs to be addressed before implementing the solution into the market. The Cardboard trolley solution seems to be an innovative idea, but its functionality and durability aspects affects customer choices which in turn have a combined effect on the organization. The results from the thesis are based on the structured observation field tests performed and rest heavily on the analyzed results. The Cardboard trolley solution forms a key part of the self service option provided by the retailer and therefore consumer focused SCM is a strategic part of the business as such. The Cardboard trolley solution is relatively new and needs proper understanding and evaluation on the ease of use and quality level. The proposed conclusion in the thesis addresses these issues and provides a detailed analysis on what aspects that needs to be looked into and also on the issues that could be improved to proceed into the next cycle of action plan. Consumers come at the end of the supply chain, but considering their needs and requirements initially emphasize the strategic importance of consumers to the organization. This thesis empirically supports the conclusion that there needs to be better considerations and research on the material aspects of the box and corrugated board wheels to make it into a feasible solution for the end consumers., Testing and evaluation of a self-transportation solution for consumers from a retail store Copyright © 2020 Shebin Thomas Globalization, rapid growth in the use of mobile technology and consumer shopping behaviors are making the organizations to adapt and align their business processes in order to be competitive in the global market. When adapting to these changes the organization faces challenges but creates opportunities for new solutions .In terms of these changing patterns, IKEA a global retailer wants to test and understand the cardboard trolley solution by having their focus on last mile delivery of goods. The main focus of this maser thesis is to increase the understanding of the cardboard trolley solution and analyze it on how consumers can use it as a self-transportation option from a retail store. This understanding is beneficial for the organization and their supplier since it identifies the ease of use and provides information on the quality level by identifying the causes of failure. The field tests and observation methods were used to gather data by performing 20 tests in order to support the purpose of this master thesis. The tests were performed by gluing the handle and a set of wheels to the box. When providing a customer with a self transportation solution, the material aspects, ergonomic considerations, functionality and durability aspects and uncontrollable factors are important aspects to be taken in to consideration. The field tests and observations were performed to simulate the customer behavior and to voice out the opinion after using it. The initial impressions of using the cardboard trolley was satisfactory and beyond imagination. The ergonomics aspects such as the movements when loaded and unloading were also satisfactory but with some weight restrictions. The uncontrollable factors such as climate, weight, distance and type of road surfaces adds to the complexities. The main issue was with the technical aspects with respect to the materi

The purpose of the study is to obtain a preferable understanding of how a company in the retail trade and its store staff achieves and provides service quality through self-service and how the co-creation and value creation is preserved when the majority of the personal contact is supplemented by technology., Syftet med studien är att få en större förståelse för hur ett företag inom detaljhandeln och dess butikspersonal åstadkommer och tillhandahåller servicekvalitet genom självbetjäning och hur sam- och värdeskapandet bevaras när majoriteten av den personliga kontakten byts ut mot teknik.

Although self-service (i.e. mobile top-ups) is at the heart of Snapper’s customer service offering, customers have a disjointed experience managing their public transport payment cards across a range of customer service touchpoints, including more traditional support channels such as helpdesks and in-person support centres. Customer feedback indicates that some Snapper users perceive the process of resolving support issues through these traditional support channels to be inconvenient and time-consuming. Activity through these traditional channels still forms a large proportion of Snapper’s customer service, despite Snapper’s ongoing investment in their self-service channels; including mobile applications, the website, the MySnapper desktop application, and kiosks. Just as Snapper innovated to meet customer demand for self-service through a mobile app (Snapper Services Ltd., 2017a), the evolution of conversational artificial intelligence (AI), or chatbot technology, presents an opportunity for Snapper to lead the way in meeting customer demand for a faster, more accessible way to resolve common support issues. The successful development of such a solution will further position Snapper as a market-leader in customer-centric innovation. In order to understand the commercial potential of such an automated customer service offering, the research aims to understand customer use and perceptions of Snapper’s support channels; to identify barriers to the adoption of self-service, and understand how these can be addressed; and to understand customer attitudes towards automated customer service. Using a mixed methods approach, research began with analysis of secondary data accessed from Snapper’s internal customer service reporting. Findings validated customer demand for additional self-service options, as well as the repetitive nature of Snapper’s customer service queries, indicating that these are ripe for automation. In-depth interviews were conducted with Snapper cardholde

Dieser Beitrag untersucht zwei aktuelle Probleme von Beschäftigten im Einzelhandel, prekäre Arbeits- und Lebensverhältnisse durch verschiedene Formen zeitlich begrenzter Arbeit sowie das Auslagern von Tätigkeiten an Kundinnen, Kunden und Maschinen, hinsichtlich ihrer historischen Wurzeln. Beiden Phänomenen liegt die Aufspaltung der einstmals komplexen Verkaufshandlung in verschiedene Teilhandlungen zugrunde. Begleiterscheinungen dieser Entwicklungen sind die Dequalifizierung und Marginalisierung der Beschäftigten, eine schlechtere Entlohnung sowie die Entfremdung von der Arbeit. Mit einer praxeologischen Perspektive sowie mit der Methode der historischen Raumanalyse werden die zentralen Veränderungen in der Arbeitswelt des Einzelhandels von den 1950er Jahren bis in die 1990er Jahre, vor allem die Durchsetzung der Selbstbedienung in den 1960er Jahren und die Computerisierungswelle der 1980er Jahre, in ihren jeweiligen historischen Kontexten untersucht. Diese Herangehensweise ermöglicht es, die derzeitigen Veränderungen im Einzelhandel in eine langfristige historische Entwicklung einzubetten., In this paper two recent problems for retail workers, precarious working and living conditions due to various forms of timewise restricted work as well as the outsourcing of tasks to customers and machines, are analysed in regard to their historic roots. Both of these phenomena can be traced back to the formerly complex selling action being split up into several parts. These developments are closely related to a de-qualification and marginalisation of workers, a deterioration of wages and an increasing alienation from work. With a praxeological perspective and through a historical analysis of space the central changes in the retailing work between the 1950s and the 1990s are analysed in their respective historical contexts, with special emphasis on the establishment of self service in the 1960s and the wave of computerisation in the 1980s. Thus the recent changes in retail are embedded in the long-term development.

Although self-service (i.e. mobile top-ups) is at the heart of Snapper’s customer service offering, customers have a disjointed experience managing their public transport payment cards across a range of customer service touchpoints, including more traditional support channels such as helpdesks and in-person support centres. Customer feedback indicates that some Snapper users perceive the process of resolving support issues through these traditional support channels to be inconvenient and time-consuming. Activity through these traditional channels still forms a large proportion of Snapper’s customer service, despite Snapper’s ongoing investment in their self-service channels; including mobile applications, the website, the MySnapper desktop application, and kiosks. Just as Snapper innovated to meet customer demand for self-service through a mobile app (Snapper Services Ltd., 2017a), the evolution of conversational artificial intelligence (AI), or chatbot technology, presents an opportunity for Snapper to lead the way in meeting customer demand for a faster, more accessible way to resolve common support issues. The successful development of such a solution will further position Snapper as a market-leader in customer-centric innovation. In order to understand the commercial potential of such an automated customer service offering, the research aims to understand customer use and perceptions of Snapper’s support channels; to identify barriers to the adoption of self-service, and understand how these can be addressed; and to understand customer attitudes towards automated customer service. Using a mixed methods approach, research began with analysis of secondary data accessed from Snapper’s internal customer service reporting. Findings validated customer demand for additional self-service options, as well as the repetitive nature of Snapper’s customer service queries, indicating that these are ripe for automation. In-depth interviews were conducted with Snapper cardholde

Although self-service (i.e. mobile top-ups) is at the heart of Snapper’s customer service offering, customers have a disjointed experience managing their public transport payment cards across a range of customer service touchpoints, including more traditional support channels such as helpdesks and in-person support centres. Customer feedback indicates that some Snapper users perceive the process of resolving support issues through these traditional support channels to be inconvenient and time-consuming. Activity through these traditional channels still forms a large proportion of Snapper’s customer service, despite Snapper’s ongoing investment in their self-service channels; including mobile applications, the website, the MySnapper desktop application, and kiosks. Just as Snapper innovated to meet customer demand for self-service through a mobile app (Snapper Services Ltd., 2017a), the evolution of conversational artificial intelligence (AI), or chatbot technology, presents an opportunity for Snapper to lead the way in meeting customer demand for a faster, more accessible way to resolve common support issues. The successful development of such a solution will further position Snapper as a market-leader in customer-centric innovation. In order to understand the commercial potential of such an automated customer service offering, the research aims to understand customer use and perceptions of Snapper’s support channels; to identify barriers to the adoption of self-service, and understand how these can be addressed; and to understand customer attitudes towards automated customer service. Using a mixed methods approach, research began with analysis of secondary data accessed from Snapper’s internal customer service reporting. Findings validated customer demand for additional self-service options, as well as the repetitive nature of Snapper’s customer service queries, indicating that these are ripe for automation. In-depth interviews were conducted with Snapper cardholde

Although self-service (i.e. mobile top-ups) is at the heart of Snapper’s customer service offering, customers have a disjointed experience managing their public transport payment cards across a range of customer service touchpoints, including more traditional support channels such as helpdesks and in-person support centres. Customer feedback indicates that some Snapper users perceive the process of resolving support issues through these traditional support channels to be inconvenient and time-consuming. Activity through these traditional channels still forms a large proportion of Snapper’s customer service, despite Snapper’s ongoing investment in their self-service channels; including mobile applications, the website, the MySnapper desktop application, and kiosks. Just as Snapper innovated to meet customer demand for self-service through a mobile app (Snapper Services Ltd., 2017a), the evolution of conversational artificial intelligence (AI), or chatbot technology, presents an opportunity for Snapper to lead the way in meeting customer demand for a faster, more accessible way to resolve common support issues. The successful development of such a solution will further position Snapper as a market-leader in customer-centric innovation. In order to understand the commercial potential of such an automated customer service offering, the research aims to understand customer use and perceptions of Snapper’s support channels; to identify barriers to the adoption of self-service, and understand how these can be addressed; and to understand customer attitudes towards automated customer service. Using a mixed methods approach, research began with analysis of secondary data accessed from Snapper’s internal customer service reporting. Findings validated customer demand for additional self-service options, as well as the repetitive nature of Snapper’s customer service queries, indicating that these are ripe for automation. In-depth interviews were conducted with Snapper cardholde

Although self-service (i.e. mobile top-ups) is at the heart of Snapper’s customer service offering, customers have a disjointed experience managing their public transport payment cards across a range of customer service touchpoints, including more traditional support channels such as helpdesks and in-person support centres. Customer feedback indicates that some Snapper users perceive the process of resolving support issues through these traditional support channels to be inconvenient and time-consuming. Activity through these traditional channels still forms a large proportion of Snapper’s customer service, despite Snapper’s ongoing investment in their self-service channels; including mobile applications, the website, the MySnapper desktop application, and kiosks. Just as Snapper innovated to meet customer demand for self-service through a mobile app (Snapper Services Ltd., 2017a), the evolution of conversational artificial intelligence (AI), or chatbot technology, presents an opportunity for Snapper to lead the way in meeting customer demand for a faster, more accessible way to resolve common support issues. The successful development of such a solution will further position Snapper as a market-leader in customer-centric innovation. In order to understand the commercial potential of such an automated customer service offering, the research aims to understand customer use and perceptions of Snapper’s support channels; to identify barriers to the adoption of self-service, and understand how these can be addressed; and to understand customer attitudes towards automated customer service. Using a mixed methods approach, research began with analysis of secondary data accessed from Snapper’s internal customer service reporting. Findings validated customer demand for additional self-service options, as well as the repetitive nature of Snapper’s customer service queries, indicating that these are ripe for automation. In-depth interviews were conducted with Snapper cardholde

The purpose of the study is to obtain a preferable understanding of how a company in the retail trade and its store staff achieves and provides service quality through self-service and how the co-creation and value creation is preserved when the majority of the personal contact is supplemented by technology., Syftet med studien är att få en större förståelse för hur ett företag inom detaljhandeln och dess butikspersonal åstadkommer och tillhandahåller servicekvalitet genom självbetjäning och hur sam- och värdeskapandet bevaras när majoriteten av den personliga kontakten byts ut mot teknik.

Studien ämnade att undersöka på vilket sätt kunder och supportanvändare ser på kundsupport. Hur verksamheter och organisationer skall gå till väga för att digitalisera sin IT-support på ett sådant vis att kunderna upplever supporterbjudandet som något användbart och värdefullt. Vad som kan ses som problematiskt i denna undersökning är differensen på kunskap hos individer inom IT-användning. Vilka funktioner är det som kunder till ett supporterbjudande förväntar sig kunna ta del av och använda vid kontakt med en supportavdelning? De data som samlats in har diskuterats och analyserats för att kunna svara på problemformuleringen och få fram konkreta slutsatser som givit svar på frågeställningarna. På detta sätt belyses de problem och tveksamheter som finns hos användare när dessa kontaktar och har ett samröre med en supportavdelning. Det har visat sig att det är liknande faktorer som gör att användare känner sig nöjda med ett supporterbjudande. Kunskap är den faktor som tydligast belyser vad användare tycker är viktigt hos en kundsupport. Förutom bra kunskap hos de anställda på supportavdelningen är även korta svarstider en viktig faktor till att uppnå kundnöjdhet. De funktioner användare främst anser som viktiga hos en supportavdelning är telefon och själv-service. Telefon som den huvudsakliga kontaktfunktionen med en själv-servicefunktion som komplement till denna. Det är i de flesta fall kunderna som driver företagen framåt i utvecklingen. Ett företag utan kunder kommer med största sannolikhet inte överleva länge. Det är därför av vikt att företag lyssnar på vad kunder har att säga och anpassar sig efter detta. Allt för att uppnå kundnöjdhet och föra företaget framåt tillsammans med kunderna., The study intended to investigate how customers and support users see customer support. How businesses and organizations should proceed in digitizing their IT support in such a way that customers experience the support offer as something useful and valuable. What can be seen as problematic in this study is the difference in knowledge of individuals in IT usage. What are the features that customers of a support offer expect to be able to share and use when contacting a support department? The data collected has been discussed and analyzed to answer the problem formulation and to get concrete conclusions that gave answers to the questions. This will highlight the problems and doubts that exist with users when they contact a support department. It has been found that there are similar factors that make users feel happy with a support offer. Knowledge is the factor that most clearly illustrates what users think is important in a customer support. In addition to the good knowledge of the employees in the support department, short response times are also an important factor in achieving customer satisfaction. The features users primarily consider important in a support department are telephone and self-service. Telephone as the main contact function with a self-service feature that complements this. In most cases, it is the customer who drives the companies forward in development. A company without customers will most likely not survive for a long time. It is therefore important for companies to listen to what customers have to say and adapt to this. All to achieve customer satisfaction and bring the company forward together with the customers.

The level and process of forming household and social skills in children with cerebral palsy, as well as the influence of ergotherapy and physical therapy on it, is an actual subject of study. Objective. To evaluate the level of development of large motor functions and functions of hands, to exa­ mine the level of possibilities for self-service, mobility and social functionality in children with cerebral palsy. Methods: 106 patients (54 with spastic hemiplegia GP and 52 with spastic diplegia DP) aged 4-6 years were examined according to GMFCS, MASS and PEDI. Results. Among children with cerebral palsy in the group with GP for GMFCS II level is 25.9 % of children, III 53.7%, IV 20.4 %; in the group with DP 11.6 %, 36.5 % and 51.9 % of children, respectively. Among the group with the GP for MASS II level had 11.1 % of children, III 55.6 %, and IV 33.3 %; in the group with DP 25 %, 63.5 % and 11.5% of children, respectively. The average value of the total self-service section for PEDI was 29.7 ± 8.09 points in the group of children with GP and 33.5 ± 7.58 points in the group with the GP of the possible 73 points. The obtained values of the total amount of the mobility section were 27.3 ± 9.72 points in the group with the GP and 22.2 ± 8.05 points in the group with the GP of possible 59 points. The statistical indices of the total amount of the section of social functionality for PEDI were 36.5 ± 4.94 points in the group of children with GP and 38.0 ± 5.33 points in the group with the DP of the possible 65. Conclusions. The children’s groups had significantly decreased levels of activity and participation, indicating the need to take measures to improve them, including ergotherapy and physical therapy., Уровень и процесс формирования бытовых и социальных навыков у детей с церебральным параличом, а также влияние на него эрготерапии и физической терапии, является актуальным объектом изучения. Цель. Оценить уровень развития моторных функций и функции рук, исследовать уровень возможностей в самообслуживании, мобильности и социальной функциональности у детей с церебральным параличом. Методы: 106 пациентов (54 со спастической гемиплегией – ГП и 52 со спастической диплегией – ДП) в возрасте 4–6 лет были обследованы в соответствии с GMFCS, МАСS и PEDI. Результаты. Среди детей с церебральным параличом в группе с ГП по GMFCS II уровень составлял 25,9 % детей, III – 53,7 %, IV – 20,4 %; в группе с ДП – соответственно 11,6 %, 36,5 % и 51,9 % детей. Среди группы с ГП по МАСS II уровень имели 11,1 % детей, III – 55,6 %, а IV – 33,3 %; в группе с ДП соответственно 25 %, 63,5 % и 11,5 % детей. Среднее значение общей суммы раздела самообслуживания по PEDI было равно 29,7 ± 8,09 балла в группе детей с ГП и 33,5 ± 7,58 балла в группе с ДП из возможных 73 баллов. Полученные значения общей суммы раздела мобильности составили 27,3 ± 9,72 балла в группе с ГП и 22,2 ± 8,05 балла в группе с ДП из возможных 59 баллов. Статистические показатели общей суммы раздела социальной функциональности по PEDI были 36,5 ± 4,94 балла в группе детей с ГП и 38,0 ± 5,33 балла в группе с ДП из возможных 65. Выводы. Группы детей имели значительно сниженые показатели уровня активности и участия, что свидетельствует о необходимости принятия мер по их улучшению, в частности эрготерапии и физической терапии., Рівень та процес формування побутових і соціальних навичок у дітей із церебральним паралічем, а також вплив на нього ерготерапії та фізичної терапії, є актуальним об’єктом вивчення. Мета. Оцінити рівень розвитку великих моторних функцій та функції рук, дослідити рівень можливостей у самообслуговуванні, мобільності та соціальній функціональності у дітей з церебральним паралічем. Методи: 106 пацієнтів (54 зі спастичною геміплегією – ГП та 52 зі спастичною диплегією – ДП) віком 4–6 років було обстежено відповідно до GMFCS, МАСS та PEDI. Результати. Серед дітей із церебральним паралічем у групі з ГП за GMFCS II рівень становив 25,9 % дітей, III – 53,7 %, IV – 20,4 %; у групі з ДП – відповідно 11,6 %, 36,5 % та 51,9 % дітей. Серед групи з ГП за МАСS II рівень мали 11,1 % дітей, III – 55,6 %, IV – 33,3 %; у групі з ДП – відповідно 25 %, 63,5 % та 11,5 % дітей. Середнє значення загальної суми розділу самообслуговування за PEDI дорівнювало 29,7 ± 8,09 бала у групі дітей з ГП та 33,5 ± 7,58 бала у групі з ДП із можливих 73 балів. Отримані значення загальної суми розділу мобільності становили 27,3 ± 9,72 бала у групі з ГП та 22,2 ± 8,05 бала у групі з ДП при можливих 59 балах. Статистичні показники загальної суми розділу соціальної функціональності за PEDI були 36,5 ± ± 4,94 бала у групі дітей з ГП та 38,0±5,33 бала у групі з ДП з можливих 65. Висновки. Групи дітей мали значно знижені показники рівня активності та участі, що свідчить про необхідність вжиття заходів щодо їх поліпшення, зокрема ерготерапії та фізичної терапії.

Digitaliseringens framväxt har förändrat hur tjänster erbjuds på marknaden. Det blir allt vanligare att kunder interagerar med teknologi i servicemöten istället för med servicepersonal, en teknologi som benämns self-service technology (SST). Tidigare forskare har beskrivit flera övergripande anledningar till att företag väljer att implementera SST, exempelvis; reducerade kostnader, ökad produktivitet, ökad kundnöjdhet och lojalitet samt för att nå nya kundsegment. Tidigare forskning har bedrivits kring vilka faktorer som påverkar attityder till och tillfredsställelse med SST i olika kontexter, vilka visat sig föregå användning av SST. Förekomsten av SST inom casual dining-restauranger är dock en relativt ny företeelse, där forskning kring konsumenters attityder och tillfredsställelse saknas. Restauranger av casual dining-karaktär kan definieras som en typ av restaurang som ligger mellan snabbmatsrestaurang och finrestaurang. Syftet med denna studie är att utvidga den befintliga forskningen inom self-service technology (SST) till casual dining-restauranger. Mer specifikt är syftet att undersöka applicerbarheten av tidigare SST-forskning på en relativt ny och unik restaurangkontext, för att kartlägga vilka faktorer som påverkar konsumenters attityder till och tillfredsställelse med SST i denna kontext. Vidare är syftet att undersöka om det finns betydande skillnader mellan hur faktorerna påverkar attityd respektive tillfredsställelse. Att sammantaget kartlägga detta kan ge praktisk användbar information till chefer för casual dining-restauranger som står inför beslutet att utforma och implementera liknande SSTs i sina verksamheter. Studiens syfte mynnade ut i följande frågeställning: Vilka faktorer påverkar konsumenters attityder till, och tillfredsställelse med, self-service technology i casual dining-restauranger? För att besvara forskningsfrågan genomfördes en fallstudie av restaurangkedjan Pinchos. Totalt 20 hypoteser formulerades kring valda faktorers eventuel

Bakgrund: I dagens digitaliserade samhälle ställs det höga krav från kunder på att saker och ting ska fungera. Det ställs krav på att företag ska tillhandahålla sina kunder med ett attraktivt erbjudande och med dagens snabbt växande teknologier möjliggörs nya sätt att erbjuda service. AR-teknologi har nyligen börjat användas som ett verktyg i företags eftermarknadsservice inom B2B och möjliggör för kunders servicetekniker att, på distans, få hjälp av en expert med att felsöka och reparera maskiner. Eftermarknadsservice kan om utförd på rätt sätt ge företag konkurrensfördelar och spås vara en stor framtida intäktsdrivare. Hypen kring AR-teknologi är hög, nya teknologier är en drivkraft till företags sätt att erbjuda nya tjänster och konsumenter är benägna om snabb service, men ännu saknas det studier kring AR-teknologi inom eftermarknadsservice på B2C-marknaden. Syfte: Att undersöka attityderna hos olika aktörer i distributionskedjan, utifrån tre valda dimensioner, mot införandet av AR-teknologi i företags eftermarknadsservice mot konsument, samt öka förståelsen för dess påverkan på serviceprocessen. Metod: I studien tillämpas en kvalitativ metod där vi genomfört en explorativ fallstudie på införandet av AR-teknologi i företags eftermarknadsservice. Det empiriska insamlandet har skett genom 14 stycken semistrukturerade intervjuer med respondenter från tre olika aktörer i vår studerade distributionskedja. Slutsats: Aktörerna i distributionskedjan är överens om att det finns tydliga fördelar med införandet av AR-teknologi i eftermarknadsservice. Detta då kunskapsöverföring, vilken underlättas av AR-teknologi, kan främja självservice vilket kan innebära kostnads- och tidsbesparingar för både företag och konsumenter. Däremot finns det frågor kring det faktiska användandet av tekniken och om den i vissa fall kan bli överflödig. Det finns också frågor kring hur en förflyttning av servicen närmare konsument kan påverka företags stabila intäktsflöde inom eftermarknadsservice, Background: In today’s digitalized society there are high demands from customers on how things should work. Companies face demands on how they should provide their customers with a attractive offerings and with today's fast growing technologies new ways of offering service are presented. AR-technology has recently started being used as a tool in companies’ aftermarket service within B2B and it allows for service technicians to, remotely provide aid, problem solve and repair of the machines with the assistance of an expert. Aftermarket service can, if performed correctly, give companies competitive advantages and is believed to be a large future profit maker. There is a hype surrounding AR-technology, new technologies are a driving force for new services and consumers are demanding fast service, but there are still studies missing regarding AR-technology in the aftermarket service on the B2C market.Purpose: The purpose of this study is to investigate the attitudes of the different operators within the supply chain, from three different dimensions, towards the introduction of AR- technology in companies’ aftermarket service towards consumers, and also to improve the understanding of its effect on the service process. Method: The study uses a qualitative method where we have performed an explorative case study on the introduction of AR-technology in companies’ aftermarket service. The empirical data have been gathered by 14 semi-structured interviews with respondents from three different operators within our studied supply chain. Result: The operators, within the supply chain, all agree that there are clear advantages with the introduction of AR-technology in the aftermarket service as knowledge transfer, facilitated by AR-technology, can promote self-service which can mean cost and time savings for both the company and the consumers. There are though questions regarding the actual use of the technology and if the technology in some cases may become redundant. There ar

Studien ämnade att undersöka på vilket sätt kunder och supportanvändare ser på kundsupport. Hur verksamheter och organisationer skall gå till väga för att digitalisera sin IT-support på ett sådant vis att kunderna upplever supporterbjudandet som något användbart och värdefullt. Vad som kan ses som problematiskt i denna undersökning är differensen på kunskap hos individer inom IT-användning. Vilka funktioner är det som kunder till ett supporterbjudande förväntar sig kunna ta del av och använda vid kontakt med en supportavdelning? De data som samlats in har diskuterats och analyserats för att kunna svara på problemformuleringen och få fram konkreta slutsatser som givit svar på frågeställningarna. På detta sätt belyses de problem och tveksamheter som finns hos användare när dessa kontaktar och har ett samröre med en supportavdelning. Det har visat sig att det är liknande faktorer som gör att användare känner sig nöjda med ett supporterbjudande. Kunskap är den faktor som tydligast belyser vad användare tycker är viktigt hos en kundsupport. Förutom bra kunskap hos de anställda på supportavdelningen är även korta svarstider en viktig faktor till att uppnå kundnöjdhet. De funktioner användare främst anser som viktiga hos en supportavdelning är telefon och själv-service. Telefon som den huvudsakliga kontaktfunktionen med en själv-servicefunktion som komplement till denna. Det är i de flesta fall kunderna som driver företagen framåt i utvecklingen. Ett företag utan kunder kommer med största sannolikhet inte överleva länge. Det är därför av vikt att företag lyssnar på vad kunder har att säga och anpassar sig efter detta. Allt för att uppnå kundnöjdhet och föra företaget framåt tillsammans med kunderna., The study intended to investigate how customers and support users see customer support. How businesses and organizations should proceed in digitizing their IT support in such a way that customers experience the support offer as something useful and valuable. What can be seen as problematic in this study is the difference in knowledge of individuals in IT usage. What are the features that customers of a support offer expect to be able to share and use when contacting a support department? The data collected has been discussed and analyzed to answer the problem formulation and to get concrete conclusions that gave answers to the questions. This will highlight the problems and doubts that exist with users when they contact a support department. It has been found that there are similar factors that make users feel happy with a support offer. Knowledge is the factor that most clearly illustrates what users think is important in a customer support. In addition to the good knowledge of the employees in the support department, short response times are also an important factor in achieving customer satisfaction. The features users primarily consider important in a support department are telephone and self-service. Telephone as the main contact function with a self-service feature that complements this. In most cases, it is the customer who drives the companies forward in development. A company without customers will most likely not survive for a long time. It is therefore important for companies to listen to what customers have to say and adapt to this. All to achieve customer satisfaction and bring the company forward together with the customers.

This article explores the understanding of the acceptance of online health services from a self-help perspective in the context of mental health. By examining the experiences of young adults, this article develops a framework to leverage the current understanding of the factors that would support the acceptance and use of these types of services. To this end, a multidisciplinary perspective incorporating knowledge from the service marketing, health, and information systems literature is used. The results suggest that the production of online services that are meant for self-help purposes necessitates a focus on the acceptance of technology and, more importantly, instrumental value creation, as the purpose of using these types of services should be better understood and supported by technological solutions. This study also identifies several technological features supporting both the acceptance of technology and users’ ability to achieve well-being. Furthermore, when developing services for health self-help purposes, the issue of branding to increase acceptance should be assessed. From a user perspective, there appears to be a difference regarding whether the services are positioned as health services or as wellness services.

Purpose: This paper aims to enhance the current understanding of digital self-services (computerized cognitive behavioral therapy [cCBT]) and how they could be better incorporated into integrated mental health care from the physician’s perspective. Service marketing and information systems literature are combined in the context of mental health-care delivery. Design/methodology/approach: An online survey of 412 Finnish physicians was undertaken to understand physicians’ acceptance of cCBT. The study applies thematic analysis and structural equation modeling to answer its research questions. Findings: Adopting a service marketing perspective helps understand how digital self-services can be incorporated in health-care delivery. The findings suggest that value creation within this context should be seen as an intertwined process where value co-creation and self-creation should occur seamlessly at different stages. Furthermore, the usefulness of having a value self-creation supervisor was identified. These value creation logic changes should be understood and enabled to incorporate digital self-services into integrated mental health-care delivery. Research limitations/implications: Because health-care systems vary across countries, strengthening understanding through exploring different contexts is crucial. Practical implications: Assistance should be provided to physicians to enable better understanding of the application and suitability of digital self-service as a treatment option (such as cCBT) within their profession. Additionally, supportive facilitating conditions should be created to incorporate them as part of integrated care chain. Social implications: Digital self-services have the potential to serve goals beyond routine activities in a health-care setting. Originality/value: This study demonstrates the relevance of service theories within the health-care context and improves understanding of value creation in digital self-services. It also offers a

Studien ämnade att undersöka på vilket sätt kunder och supportanvändare ser på kundsupport. Hur verksamheter och organisationer skall gå till väga för att digitalisera sin IT-support på ett sådant vis att kunderna upplever supporterbjudandet som något användbart och värdefullt. Vad som kan ses som problematiskt i denna undersökning är differensen på kunskap hos individer inom IT-användning. Vilka funktioner är det som kunder till ett supporterbjudande förväntar sig kunna ta del av och använda vid kontakt med en supportavdelning? De data som samlats in har diskuterats och analyserats för att kunna svara på problemformuleringen och få fram konkreta slutsatser som givit svar på frågeställningarna. På detta sätt belyses de problem och tveksamheter som finns hos användare när dessa kontaktar och har ett samröre med en supportavdelning. Det har visat sig att det är liknande faktorer som gör att användare känner sig nöjda med ett supporterbjudande. Kunskap är den faktor som tydligast belyser vad användare tycker är viktigt hos en kundsupport. Förutom bra kunskap hos de anställda på supportavdelningen är även korta svarstider en viktig faktor till att uppnå kundnöjdhet. De funktioner användare främst anser som viktiga hos en supportavdelning är telefon och själv-service. Telefon som den huvudsakliga kontaktfunktionen med en själv-servicefunktion som komplement till denna. Det är i de flesta fall kunderna som driver företagen framåt i utvecklingen. Ett företag utan kunder kommer med största sannolikhet inte överleva länge. Det är därför av vikt att företag lyssnar på vad kunder har att säga och anpassar sig efter detta. Allt för att uppnå kundnöjdhet och föra företaget framåt tillsammans med kunderna., The study intended to investigate how customers and support users see customer support. How businesses and organizations should proceed in digitizing their IT support in such a way that customers experience the support offer as something useful and valuable. What can be seen as problematic in this study is the difference in knowledge of individuals in IT usage. What are the features that customers of a support offer expect to be able to share and use when contacting a support department? The data collected has been discussed and analyzed to answer the problem formulation and to get concrete conclusions that gave answers to the questions. This will highlight the problems and doubts that exist with users when they contact a support department. It has been found that there are similar factors that make users feel happy with a support offer. Knowledge is the factor that most clearly illustrates what users think is important in a customer support. In addition to the good knowledge of the employees in the support department, short response times are also an important factor in achieving customer satisfaction. The features users primarily consider important in a support department are telephone and self-service. Telephone as the main contact function with a self-service feature that complements this. In most cases, it is the customer who drives the companies forward in development. A company without customers will most likely not survive for a long time. It is therefore important for companies to listen to what customers have to say and adapt to this. All to achieve customer satisfaction and bring the company forward together with the customers.

Digitaliseringens framväxt har förändrat hur tjänster erbjuds på marknaden. Det blir allt vanligare att kunder interagerar med teknologi i servicemöten istället för med servicepersonal, en teknologi som benämns self-service technology (SST). Tidigare forskare har beskrivit flera övergripande anledningar till att företag väljer att implementera SST, exempelvis; reducerade kostnader, ökad produktivitet, ökad kundnöjdhet och lojalitet samt för att nå nya kundsegment. Tidigare forskning har bedrivits kring vilka faktorer som påverkar attityder till och tillfredsställelse med SST i olika kontexter, vilka visat sig föregå användning av SST. Förekomsten av SST inom casual dining-restauranger är dock en relativt ny företeelse, där forskning kring konsumenters attityder och tillfredsställelse saknas. Restauranger av casual dining-karaktär kan definieras som en typ av restaurang som ligger mellan snabbmatsrestaurang och finrestaurang. Syftet med denna studie är att utvidga den befintliga forskningen inom self-service technology (SST) till casual dining-restauranger. Mer specifikt är syftet att undersöka applicerbarheten av tidigare SST-forskning på en relativt ny och unik restaurangkontext, för att kartlägga vilka faktorer som påverkar konsumenters attityder till och tillfredsställelse med SST i denna kontext. Vidare är syftet att undersöka om det finns betydande skillnader mellan hur faktorerna påverkar attityd respektive tillfredsställelse. Att sammantaget kartlägga detta kan ge praktisk användbar information till chefer för casual dining-restauranger som står inför beslutet att utforma och implementera liknande SSTs i sina verksamheter. Studiens syfte mynnade ut i följande frågeställning: Vilka faktorer påverkar konsumenters attityder till, och tillfredsställelse med, self-service technology i casual dining-restauranger? För att besvara forskningsfrågan genomfördes en fallstudie av restaurangkedjan Pinchos. Totalt 20 hypoteser formulerades kring valda faktorers eventuel

Bakgrund: I dagens digitaliserade samhälle ställs det höga krav från kunder på att saker och ting ska fungera. Det ställs krav på att företag ska tillhandahålla sina kunder med ett attraktivt erbjudande och med dagens snabbt växande teknologier möjliggörs nya sätt att erbjuda service. AR-teknologi har nyligen börjat användas som ett verktyg i företags eftermarknadsservice inom B2B och möjliggör för kunders servicetekniker att, på distans, få hjälp av en expert med att felsöka och reparera maskiner. Eftermarknadsservice kan om utförd på rätt sätt ge företag konkurrensfördelar och spås vara en stor framtida intäktsdrivare. Hypen kring AR-teknologi är hög, nya teknologier är en drivkraft till företags sätt att erbjuda nya tjänster och konsumenter är benägna om snabb service, men ännu saknas det studier kring AR-teknologi inom eftermarknadsservice på B2C-marknaden. Syfte: Att undersöka attityderna hos olika aktörer i distributionskedjan, utifrån tre valda dimensioner, mot införandet av AR-teknologi i företags eftermarknadsservice mot konsument, samt öka förståelsen för dess påverkan på serviceprocessen. Metod: I studien tillämpas en kvalitativ metod där vi genomfört en explorativ fallstudie på införandet av AR-teknologi i företags eftermarknadsservice. Det empiriska insamlandet har skett genom 14 stycken semistrukturerade intervjuer med respondenter från tre olika aktörer i vår studerade distributionskedja. Slutsats: Aktörerna i distributionskedjan är överens om att det finns tydliga fördelar med införandet av AR-teknologi i eftermarknadsservice. Detta då kunskapsöverföring, vilken underlättas av AR-teknologi, kan främja självservice vilket kan innebära kostnads- och tidsbesparingar för både företag och konsumenter. Däremot finns det frågor kring det faktiska användandet av tekniken och om den i vissa fall kan bli överflödig. Det finns också frågor kring hur en förflyttning av servicen närmare konsument kan påverka företags stabila intäktsflöde inom eftermarknadsservice, Background: In today’s digitalized society there are high demands from customers on how things should work. Companies face demands on how they should provide their customers with a attractive offerings and with today's fast growing technologies new ways of offering service are presented. AR-technology has recently started being used as a tool in companies’ aftermarket service within B2B and it allows for service technicians to, remotely provide aid, problem solve and repair of the machines with the assistance of an expert. Aftermarket service can, if performed correctly, give companies competitive advantages and is believed to be a large future profit maker. There is a hype surrounding AR-technology, new technologies are a driving force for new services and consumers are demanding fast service, but there are still studies missing regarding AR-technology in the aftermarket service on the B2C market.Purpose: The purpose of this study is to investigate the attitudes of the different operators within the supply chain, from three different dimensions, towards the introduction of AR- technology in companies’ aftermarket service towards consumers, and also to improve the understanding of its effect on the service process. Method: The study uses a qualitative method where we have performed an explorative case study on the introduction of AR-technology in companies’ aftermarket service. The empirical data have been gathered by 14 semi-structured interviews with respondents from three different operators within our studied supply chain. Result: The operators, within the supply chain, all agree that there are clear advantages with the introduction of AR-technology in the aftermarket service as knowledge transfer, facilitated by AR-technology, can promote self-service which can mean cost and time savings for both the company and the consumers. There are though questions regarding the actual use of the technology and if the technology in some cases may become redundant. There ar

Owing to advances in Information Communication Technologies (ICTs), information repositories have radically changed their information dissemination platforms and employed new techniques. Information repositories such as libraries are striving to remain relevant in the 21st century. It has become essential for libraries to meet 21st century user needs and demands. Today libraries have acquired new roles and are making use of various technologies such as mobile technology and social networks to disseminate information to library users. ICTs have been employed in information services due to their ability to provide high speed and effective access. Usage of information communication technologies present information seekers with a variety of advantages such as; 24/7 connectivity, self-service platforms, limitless access and it is time saving. The purpose of this paper is to discuss various techniques used to disseminate information in the 21st century era. The paper aims to inform and raise awareness to 21st century information professionals about the use of technology in information dissemination. This paper is based on literature review, it is an in depth desk-top research.

In a time where information is ever present and in large quantities, it becomes of extreme importance to organisations to find a way to store and analyse all this information in order to maintain their position on the market. One way to deal with this, which has been adopted by large company groups as well as smaller organisation, is the use of business intelligence, BI. This feature helps organisations to store and analyse information and provide analytical reports to support decision making. Despite the fact that BI has been around for a couple of decades it is still a rather new phenomena with a couple of problem areas which has been highlighted by several international studies and articles. Sweden as a market has been considered as somewhat of a pioneer when it comes to IT-development in general and early usage of business intelligence as well as the emerging trend in the business intelligence market; self-service BI. This solution aims to make business intelligence more user friendly in order to increase the amount of users and ease the pressure on IT-departments within organisations. The purpose of this study is to identify these problems and investigate whether they can be applied to decision makers on the Swedish market and if self-service BI is affecting these problems. The study was done by using a survey with 46 respondents from different organisations located in Sweden. The result shows that the problem areas were not recognised by the majority of the respondents and there were correlations between user-friendliness and how often the respondents used self-service BI.

Digitalization has increased over the past decade and changed our ways of solving problems. Studies have shown that digitalization has made a dramatic change in our lives and it's a huge challenge for government, organization, company and citizens. In about 15 years half of today's job will be disappears and will be replaced by digitalization, automatization and robotization. The purpose of the study is to describe and create an understanding of the new digital service that has been implemented in restaurant businesses, a new way of interaction between customers and company. A literature study has been made to give a fair picture of the theory and interviews with the purpose to gathering new information on how the digital restaurant works and get the knowledge of efficiency in business. Qualitative material has been analyzed and compared to theories from the literature study. The results of the study showed that there is immense difference between the employees view and company view of digital service in restaurant.

Die Digitalisierung durchdringt die gesamte Wertschöpfungskette von Unternehmen und bietet vielfältige Chancen und Risiken. Dabei steht insbesondere das Controllingals managementunterstützende Funktion zunehmend im Fokus. Im Rahmen des digitalen Wandels ist es daher elementar, das Potenzial aus stark wachsenden Datenmengenund digitalen Technologien zu nutzen., + ID der Publikation: hslu_49756 + Art des Beitrages: Fachmedien + Jahrgang: 90 + Sprache: Deutsch + Letzte Aktualisierung: 2018-09-21 16:53:24

Die Digitalisierung durchdringt die gesamte Wertschöpfungskette von Unternehmen und bietet vielfältige Chancen und Risiken. Dabei steht insbesondere das Controllingals managementunterstützende Funktion zunehmend im Fokus. Im Rahmen des digitalen Wandels ist es daher elementar, das Potenzial aus stark wachsenden Datenmengenund digitalen Technologien zu nutzen., + ID der Publikation: hslu_49756 + Art des Beitrages: Fachmedien + Jahrgang: 90 + Sprache: Deutsch + Letzte Aktualisierung: 2018-09-21 16:53:24

Die Digitalisierung durchdringt die gesamte Wertschöpfungskette von Unternehmen und bietet vielfältige Chancen und Risiken. Dabei steht insbesondere das Controllingals managementunterstützende Funktion zunehmend im Fokus. Im Rahmen des digitalen Wandels ist es daher elementar, das Potenzial aus stark wachsenden Datenmengenund digitalen Technologien zu nutzen., + ID der Publikation: hslu_49756 + Art des Beitrages: Fachmedien + Jahrgang: 90 + Sprache: Deutsch + Letzte Aktualisierung: 2018-09-21 16:53:24

Die Digitalisierung durchdringt die gesamte Wertschöpfungskette von Unternehmen und bietet vielfältige Chancen und Risiken. Dabei steht insbesondere das Controlling als managementunterstützende Funktion zunehmend im Fokus. Im Rahmen des digitalen Wandels ist es daher elementar, das Potenzial aus stark wachsenden Datenmengen und digitalen Technologien zu nutzen., + ID der Publikation: hslu_49756 + Art des Beitrages: Fachmedien + Jahrgang: 90 + Sprache: Deutsch + Letzte Aktualisierung: 2018-09-21 16:53:24

Die Digitalisierung durchdringt die gesamte Wertschöpfungskette von Unternehmen und bietet vielfältige Chancen und Risiken. Dabei steht insbesondere das Controlling als managementunterstützende Funktion zunehmend im Fokus. Im Rahmen des digitalen Wandels ist es daher elementar, das Potenzial aus stark wachsenden Datenmengen und digitalen Technologien zu nutzen., + ID der Publikation: hslu_49756 + Art des Beitrages: Fachmedien + Jahrgang: 90 + Sprache: Deutsch + Letzte Aktualisierung: 2018-09-21 16:53:24

Die Digitalisierung durchdringt die gesamte Wertschöpfungskette von Unternehmen und bietet vielfältige Chancen und Risiken. Dabei steht insbesondere das Controlling als managementunterstützende Funktion zunehmend im Fokus. Im Rahmen des digitalen Wandels ist es daher elementar, das Potenzial aus stark wachsenden Datenmengen und digitalen Technologien zu nutzen., + ID der Publikation: hslu_49756 + Art des Beitrages: Fachmedien + Jahrgang: 90 + Sprache: Deutsch + Letzte Aktualisierung: 2018-09-21 16:53:24

Digitalization has increased over the past decade and changed our ways of solving problems. Studies have shown that digitalization has made a dramatic change in our lives and it's a huge challenge for government, organization, company and citizens. In about 15 years half of today's job will be disappears and will be replaced by digitalization, automatization and robotization. The purpose of the study is to describe and create an understanding of the new digital service that has been implemented in restaurant businesses, a new way of interaction between customers and company. A literature study has been made to give a fair picture of the theory and interviews with the purpose to gathering new information on how the digital restaurant works and get the knowledge of efficiency in business. Qualitative material has been analyzed and compared to theories from the literature study. The results of the study showed that there is immense difference between the employees view and company view of digital service in restaurant.

In a time where information is ever present and in large quantities, it becomes of extreme importance to organisations to find a way to store and analyse all this information in order to maintain their position on the market. One way to deal with this, which has been adopted by large company groups as well as smaller organisation, is the use of business intelligence, BI. This feature helps organisations to store and analyse information and provide analytical reports to support decision making. Despite the fact that BI has been around for a couple of decades it is still a rather new phenomena with a couple of problem areas which has been highlighted by several international studies and articles. Sweden as a market has been considered as somewhat of a pioneer when it comes to IT-development in general and early usage of business intelligence as well as the emerging trend in the business intelligence market; self-service BI. This solution aims to make business intelligence more user friendly in order to increase the amount of users and ease the pressure on IT-departments within organisations. The purpose of this study is to identify these problems and investigate whether they can be applied to decision makers on the Swedish market and if self-service BI is affecting these problems. The study was done by using a survey with 46 respondents from different organisations located in Sweden. The result shows that the problem areas were not recognised by the majority of the respondents and there were correlations between user-friendliness and how often the respondents used self-service BI.