Document Type
Human resources
Publication Date
8-1-2010
Abstract
As the initial investment required by SST is high, decision-makers have increasingly been asked to anticipate whether the objectives of SST implementation, namely waiting time reduction and operating cost reduction can be achieved. However, it is difficult to estimate how adding a SST alternative to an existing service delivery process will impact these performance measures. The purpose of this study was to investigate, using simulation, how the implementation of self-service technology in a service delivery process would impact customer waiting times and system operating costs in the context of luxury resort check-in.
Repository Citation
Cranage, D. A.,
Kokkinou, A.
(2010).
The Decision to implement self-service technology and its impact on service performance and operating costs.
Available at:
https://digitalscholarship.unlv.edu/hhrcg/4
COinS