Reference no: EM132240510

Self-service Systems

Many service organizations are introducing or started using self-service technology and automation that includes kiosks and mobile apps. For example, many restaurants and fast food chains are using kiosks for ordering food and paying bills trying to reduce the long waiting lines.

Though it is not always a smooth ride for both businesses and consumers to use automated services. Shake Shack (restaurant) in 2018 rolled out a cashier-less location in New York only later abandoned the plans due to consumer backlash. They intend to test automated kiosks in conjunction with cashiers.

But growing opportunities in the technology and automation, companies are more inclined to test the self-service models in their organizations to reduce waiting lines, improve customer service and reduce costs in the long run.

Please discuss some advantages and disadvantages with respect to organizations and consumers with self-service systems.