“Good enough customers”: impact of role clarity in self-service technologies

  • Zsófia KeneseiEmail author


In 2002 Bateson posed the provocative question of “Are your customers good enough for your business?” (Bateson 2002). Due to increasing customer participation levels, this question appears more pertinent today than it was in 2002; moreover, the quality of customer participation is of greater significance in relation to self-service technologies (SSTs). This paper addresses this question by investigating the role of customers in using self-service options.


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© Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature 2018

Authors and Affiliations

  1. 1.Marketing and Media InstituteCorvinus University BudapestBudapestHungary

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