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How Can We Utilize Self-service Technology Better?

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Social Informatics (SocInfo 2018)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 11186))

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Abstract

Self-service technology (SST) has been broadly recognized as a promising cost-saving alternative to a workforce. Interest in SST has been increasing owing to the imminent shortage of workforce in developed countries. In such a context, the successful implementation of SST is regarded more seriously. This study focuses on a self-service kiosk at an airport to discuss how the gaming framework contributes to exploring the successful implementation of SSTs in actual service operation. We review and discuss the results of the cooperative game that equips the autonomously behaving passengers as in the real world. Through gaming, players discuss how the new technology needs to reflect old operational practices, how people embrace and adapt to SST, and how effectively the multiple players can cooperate and coordinate to minimize the waiting time of the multiple departure lobbies as a whole. Players need to manage their staff to operate an interpersonal check-in service and to guide and support passengers using technology-based self-service equipment. They communicate with each other to secure the level of service in the ambivalent ongoing conditions. Using computer simulations, we show that the extracted ideas of queue management effectively function to accomplish tolerable waiting time by utilizing the given productive resources.

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Author information

Authors and Affiliations

  1. University of Tsukuba, 3-9-21, Otsuka, Bunkyo, Tokyo, Japan

    Keiichi Ueda & Setsuya Kurahashi

Authors
  1. Keiichi Ueda
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  2. Setsuya Kurahashi
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Corresponding author

Correspondence to Keiichi Ueda .

Editor information

Editors and Affiliations

  1. University of Koblenz, Koblenz, Germany

    Steffen Staab

  2. National Research University Higher School of Economics, St. Petersburg, Russia

    Olessia Koltsova

  3. National Research University Higher School of Economics, Moscow, Russia

    Dmitry I. Ignatov

Appendices

A Airport Departure Lobby

The departure lobby has three check-in options: interpersonal check-in service (CC), baggage drop (BD), and self-service kiosk (SST). The default check-in option is the CC. Passengers who use the SST can check in their baggage at the BD. Passengers queuing in front of CC can also approach BD when there is no one waiting in front of them.

Fig. 2.
figure 2

Experimental space of the airport departure lobby

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B Decision Mechanism of SST Adoption

Fig. 3.
figure 3

Decision-making mechanism of SST adoption (Ueda et al. 2014, 2017)

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C Validation Results of the Agent-Based SST Adoption Model

Table 3. Validation results of the agent-based SST adoption model
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Fig. 4.
figure 4

The core mechanic of the “departure lobby management game”

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D The Core Mechanic of the “Departure Lobby Management Game”

The manager of lobby-A (player 1) has nine staff and the manager of lobby-B (player 2) has six staff to operate service facilities. The mandatory operating conditions (minimum number of operations) and maximum operating number of each service resource are set in advance in the game. Two CCs must be open, and the third position may be in operation if needed. Likewise, two BDs must always be active and the third position is optional. Resting staff are shared between the two players. Staff who are not located in the departure floor can be utilized by either manager.

E Gaming Experiment Results

Fig. 5.
figure 5

Passenger appearance

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Fig. 6.
figure 6

Lobby-A operation process

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Fig. 7.
figure 7

Lobby-B operation process

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F Computer Simulation Results

Fig. 8.
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Computer simulation results

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Fig. 9.
figure 9

Comparison of computer simulation and gaming results

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CC22BD33CSR21 denotes 2 CCs and 3 BDs are active in both lobby-A and lobby-B and there are 2 CSRs in lobby-A and 1 CSR in lobby-B.

G The Analytical Development Life Cycle

Fig. 10.
figure 10

The analytical development life cycle

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Ueda, K., Kurahashi, S. (2018). How Can We Utilize Self-service Technology Better?. In: Staab, S., Koltsova, O., Ignatov, D. (eds) Social Informatics. SocInfo 2018. Lecture Notes in Computer Science(), vol 11186. Springer, Cham. https://doi.org/10.1007/978-3-030-01159-8_29

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  • DOI: https://doi.org/10.1007/978-3-030-01159-8_29

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-01158-1

  • Online ISBN: 978-3-030-01159-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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