The article focuses upon the concept of self‐service within the service sector. The nature and growth, as well as the present and potential use of self‐service are analysed and explored. Starting with the service industry, several common classification and evaluation schemes are reviewed. Recent contributions to the understanding of the self‐service industry are next discussed. A model of the self‐service sector is proposed which incorporates attributes drawn from three major sectors: the consumer, the organisation, and the environment. Examples and hypotheses to be explored are included.
Globerson, S. and Maggard, M.J. (1991), "A Conceptual Model of Self‐service", International Journal of Operations & Production Management, Vol. 11 No. 4, pp. 33-43. https://doi.org/10.1108/01443579110002977
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