Self-Service Technology: Benefits and Challenges

Abstract

The adoption of self-service technology (SST) has increased significantly in business and society, particularly since the advent of the COVID-19 pandemic.  SST is a vital tool for many businesses in their quest to improve operational efficiency and increase profits. However, businesses must weigh the advantages of this technology against its drawbacks before committing to it.  This study seeks to investigate the applications and benefits of SST, the challenges of adopting SST, and some implementation ideas for SST techniques.  Furthermore, it seeks to examine whether SST techniques are successful and whether managers should consider SST as a strategic objective. The key research question in this study is how SST initiatives can help a business, and what challenges can managers encounter when implementing them.  A review of the current literature shows that SST has helped companies increase customer satisfaction, increase management efficiency and effectiveness, cut costs, and increase financial performance.  Some of the challenges facing SST usage include customer reluctance, consumer privacy, and substantial investments and costs for implementation.