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Impact of Technology-Based Self-Service on Employees, Customers, and Sales in the Korean Services Market

机译：基于技术的自助服务对韩国服务市场中的员工，客户和销售的影响

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摘要

For service providers, efficient production and delivery is becoming increasingly important. If customers can play the role of partial employees when participating in the service production and delivery, service providers can reduce the workload and achieve higher productivity. This study’s purpose is to investigate the impact of technology-based self-service (TBSS) which is designed for improvement of operational efficiency of service organizations on employees, customers, and sales, especially focused on South Korea’s service market. In-depth interviews with managers of large service providers and a questionnaire survey of employees were used as the research method. Our findings indicate that technology-based self-service positively influences employee satisfaction, but it provides disadvantages in sales, and in customer satisfaction when the services fail. Moreover, some interesting results were identified. We present the details of the statistical results and the implications found from the study.
机译：对于服务提供商而言，有效的生产和交付变得越来越重要。如果客户在参与服务生产和交付时可以扮演部分员工的角色，则服务提供商可以减少工作量并提高生产率。这项研究的目的是调查基于技术的自助服务（TBSS）的影响，该服务旨在提高服务组织对员工，客户和销售的运营效率，特别是针对韩国服务市场。研究方法是与大型服务提供商的经理进行深度访谈和对雇员进行问卷调查。我们的研究结果表明，基于技术的自助服务会对员工满意度产生积极影响，但在服务失败时会给销售和客户满意度带来不利影响。此外，确定了一些有趣的结果。我们介绍了统计结果的详细信息以及从研究中发现的含义。

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