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The Potential Hazard of Self-Service in Developing Customer Loyalty

Håvard Hansen

Norwegian School of Management

Recent developments in information technology imply that more service operations can now be transformed from expensive manual operations to low-cost automated self-service. Managers, however, are reluctant to replace personal service with self-service because of the potential negative consequence of self-service on social bonding and subsequent customer loyalty. In this article, the authors argue that the decision should be reframed as follows: "How can self-service be integrated with personal service?"

Journal of Service Research, Vol. 4, No. 2, 79-90 (2001)
DOI: 10.1177/109467050142001


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