| Title |
Self-service as a motivation to choose innovative service |
| Translation of Title |
Savitarna kaip motyvacija pasirenkant inovatyvias paslaugas. |
| Authors |
Šavareikienė, Danguolė ; Galinytė, Rasa |
| Full Text |
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| Is Part of |
Socialiniai tyrimai = Social Research.. Šiauliai : VšĮ Šiaulių universiteto leidykla. 2012, Nr. 2(27), p. 19-25.. ISSN 1392-3110 |
| Keywords [eng] |
service ; self-service ; innovation ; motivating factors |
| Abstract [eng] |
Self-service as an innovative service attracts many opinions about the need, use, comfort and future opportunities. Scientists recognize the advantages self-service over traditional service and conduct research on how to motivate consumers to switch to self-service. This paper analyzes application of technology-based self-service with an insight into the relationship among the participants of the service process. Another relevant issue is related to the consumer motivation for self-service. The objective is, based on the theoretical conception of self-service as innovative service, to identify reasons for choosing self-service. The theoretical part of the paper provides analysis of the essence of self-service as innovative service. Analysis is based upon the results of empirical research conducted in March 2012 in Lithuanian (N = 112). The paper highlights factors that influence consumer motivation to choose self-service identified in online survey. It was found out that companies that offer self-service as innovative service are modifying consumer behavior by liberating consumers and motivating them to act. |
| Published |
Šiauliai : VšĮ Šiaulių universiteto leidykla |
| Type |
Journal article |
| Language |
English |
| Publication date |
2012 |
