NDLI: From full-service to self-service: The airline industry takes off

Content Provider	IEEE Xplore Digital Library
Author	Strother, J.B. Fazal, Z. Rettich, K.
Copyright Year	2010
Description	Author affiliation: Florida Institute of Technology, USA (Strother, J.B.; Fazal, Z.; Rettich, K.)
Abstract	The use of self-service technologies is dramatically increasing across industries; however, especially during the transition from full- to self-service, customers may need help. In the airline industry, many companies position staff beside check-in kiosks to help their passengers. In the current study, our goal was to gain insight into how intensive the assistance is and how successful the transition from full-service to self-service has been for the airlines. Specifically, we conducted direct observations at airports to note the frequency with which airline employees help customers. We found that airline employees are proactively assisting passengers through the kiosk check-in process. Much of the research on self-service focuses on the customer's perspective. The current study is different in that it examined the corporate perspective. Despite the increasing trend toward self-service technologies, organizations must communicate with and provide service to customers through multiple channels (such as e-mail and phone, in addition to self-service) in order to meet customer needs. The role of professional communicators is essential to ensure the smooth transition from full- to self-service.
Starting Page	191
Ending Page	194
File Size	290216
Page Count	4
File Format	PDF
ISBN	9781424481453
e-ISBN	9781424481446
DOI	10.1109/IPCC.2010.5530006
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-07-07
Publisher Place	Netherlands
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Airports Costs Frequency Electronic mail Automation Customer satisfaction Personnel Security Design engineering Customer service airline check-in kiosks self-service technologies self-service
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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