Self-service May Not Meet Your Customer’s Needs

Dateline: October 9, 2015 Welcome to our Friday WRAP – one thought-provoking idea to think about over the weekend. Today's thought comes from a recent article published at Sloan Management Review about self-service technologies.  The article, How Customers View Self-Service Technologies, written by Professors Sheryl E. Kimes (Cornell University’s School of Hotel Administration) and Joel E. … [Read more...]