(Institute of Social Sciences, 2019)
Kılıç, Sena; Karaosmanoğlu, Elif; 569126; Management Business Administration; İşletme Yönetimi
The increase and diversity in customers' needs and desires have led a new focus shift for companies. This focus shift has started in the direction from the products and services to value creation and technologies that are developing and changing continuously have major roles in this shift. Nowadays, self-service technologies which are one of the newest mode of technologies have become part of processes in different industries. They have changed the way of communication between companies and customers by enhancing role of technology in their interactions. Formerly, variety of studies have been conducted to investigate customers' attitudes towards use of self-service technologies, benefits of these technologies, factors affecting SST service quality and also effects of these technologies on customers' satisfaction.