The Potential Hazard of Self-Service in Developing Customer Loyalty
研究了自助服务对客户忠诚度的潜在负面影响，提出应将自助服务与人工服务整合，而非简单替代。
Recent developments in information technology imply that more service operations can now be transformed from expensive manual operations to low-cost automated self-service. Managers, however, are reluctant to replace personal service with self-service because of the potential negative consequence of self-service on social bonding and subsequent customer loyalty. In this article, the authors argue that the decision should be reframed as follows: “How can self-service be integrated with personal service?”