Advanced

The Service Terminator? - när människor ersätts av maskiner

Nilsson, Emma; Sonesson, Lina; Ingstad, Maria and Axbom, Sanna (2012)
Department of Service Management and Service Studies
Abstract
Title: The Service Terminator – when people are being replaced by machines
University: Lund University, Campus Helsingborg, Department of Service Management
Course: SMKK01, Service Management, Bachelor’s degree, 15 hp, 2012
Seminar date: May 29, 2012
Authors: Sanna Axbom, Maria Ingstad, Emma Nilsson and Lina Sonesson
Supervisors: Christian Fuentes and Rickard Ek Keywords: Self-service technologies, customer perceived value, co-creation
Problem: The speed of technology has changed our way of consuming services. Self-service technologies is used more frequent and means that services can be consumed without interaction with other people. How customers perceive value in relation to self-service technologies, where the customer performs the... (More)
Title: The Service Terminator – when people are being replaced by machines
University: Lund University, Campus Helsingborg, Department of Service Management
Course: SMKK01, Service Management, Bachelor’s degree, 15 hp, 2012
Seminar date: May 29, 2012
Authors: Sanna Axbom, Maria Ingstad, Emma Nilsson and Lina Sonesson
Supervisors: Christian Fuentes and Rickard Ek Keywords: Self-service technologies, customer perceived value, co-creation
Problem: The speed of technology has changed our way of consuming services. Self-service technologies is used more frequent and means that services can be consumed without interaction with other people. How customers perceive value in relation to self-service technologies, where the customer performs the service by themselves therefore becomes interesting to study. As individuals can perceive self-service technologies and its usefulness differently the field of study becomes more complex. Purpose: The purpose of the thesis is to broaden the understanding of how value can be created for the customer and what value possible could go missing at the use of self-service technologies. To meet the purpose we will study automated bank-services, for example ATM:s, deposit vending machines, Internet banking, mobile banking and telephone banking. Research questions: How are self-service technologies in the bank industry contributing to the creation of value for the customer? Which values is created and which values goes missing? Method: Through ten qualitative interviews, handpicked by age, gender and profession, has a deeper understanding for the customer perceived value being created. The thesis has taken an interpretative approach where the consumer and its experiences are in focus. Conclusions: The thesis has reached a conclusion that self-service technologies can contribute to several advantages which can make it possible for customers to form value. At the same time is has become visible that misuse and lack of competence as well as perceived risk can lead to co-destruction of value. Therefore it is important that the customer is being offered a combination of self-service technology and personal service. This combination can contribute to a higher value for more customers than each of the services alone. (Less)
Please use this url to cite or link to this publication:
author
Nilsson, Emma; Sonesson, Lina; Ingstad, Maria and Axbom, Sanna
supervisor
organization
year
type
M2 - Bachelor Degree
subject
keywords
self-service technologies, kundupplevt värde, co-creation
language
Swedish
id
3226094
alternative location
http://portal.ch.lu.se/Campus.NET/Services/Publication/Export.aspx?id=2344&type=doc
date added to LUP
2012-12-06
date last changed
2012-12-06 12:50:56
@misc{3226094,
  abstract     = {Title: The Service Terminator – when people are being replaced by machines
University: Lund University, Campus Helsingborg, Department of Service Management
Course: SMKK01, Service Management, Bachelor’s degree, 15 hp, 2012
Seminar date: May 29, 2012
Authors: Sanna Axbom, Maria Ingstad, Emma Nilsson and Lina Sonesson
Supervisors: Christian Fuentes and Rickard Ek Keywords: Self-service technologies, customer perceived value, co-creation
Problem: The speed of technology has changed our way of consuming services. Self-service technologies is used more frequent and means that services can be consumed without interaction with other people. How customers perceive value in relation to self-service technologies, where the customer performs the service by themselves therefore becomes interesting to study. As individuals can perceive self-service technologies and its usefulness differently the field of study becomes more complex. Purpose: The purpose of the thesis is to broaden the understanding of how value can be created for the customer and what value possible could go missing at the use of self-service technologies. To meet the purpose we will study automated bank-services, for example ATM:s, deposit vending machines, Internet banking, mobile banking and telephone banking. Research questions: How are self-service technologies in the bank industry contributing to the creation of value for the customer? Which values is created and which values goes missing? Method: Through ten qualitative interviews, handpicked by age, gender and profession, has a deeper understanding for the customer perceived value being created. The thesis has taken an interpretative approach where the consumer and its experiences are in focus. Conclusions: The thesis has reached a conclusion that self-service technologies can contribute to several advantages which can make it possible for customers to form value. At the same time is has become visible that misuse and lack of competence as well as perceived risk can lead to co-destruction of value. Therefore it is important that the customer is being offered a combination of self-service technology and personal service. This combination can contribute to a higher value for more customers than each of the services alone.},
  author       = {Nilsson, Emma and Sonesson, Lina and Ingstad, Maria and Axbom, Sanna},
  keyword      = {self-service technologies,kundupplevt värde,co-creation},
  language     = {swe},
  note         = {Student Paper},
  title        = {The Service Terminator? - när människor ersätts av maskiner},
  year         = {2012},
}