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

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Die informatisierte Service-Ökonomie

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Zusammenfassung

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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Authors and Affiliations

  1. Marketing and Media Institute, Corvinus University Budapest, Budapest, Hungary

    Zsófia Kenesei

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  1. Zsófia Kenesei
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Correspondence to Zsófia Kenesei .

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  1. HWTK Baden - Baden, Baden-Baden, Germany

    Christian Arnold

  2. Technik und Kultur gGmbH, Internationale Hochschule für Wirtschaft, Berlin, Germany

    Hermann Knödler

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Kenesei, Z. (2018). “Good enough customers”: impact of role clarity in self-service technologies. In: Arnold, C., Knödler, H. (eds) Die informatisierte Service-Ökonomie. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-21528-6_7

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  • DOI: https://doi.org/10.1007/978-3-658-21528-6_7

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