Article

61. Self-service

February 16, 2010

Not long ago, self-service stations at grocery stores and airports elicited mostly negative reactions from consumers. But times change, and so do consumers' attitudes when they think new technology has something to offer. Most consumers now perceive a well-designed self-service interface as a timesaving device. And who has time to spare these days for a longer-than-expected wait for a cashier? Not many people, judging from the groundswell of acceptance for self-service. Another key to acceptance: self-service as a way to access additional resources at the customer's convenience, not the company's.

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