Study of Customer Productivity Using Technology-Based Self-Service Options

Abstract

The acceptance of technology-based self-service will realize substitution from capital to labor, most of the companies are the provider of service, and then, customer plays a key role in service. Traditional measures of productivity only refer to "provider-induced productivity" within these service settings, but they no longer consider customer as a factor of production. This study will build a new perspective of customer productivity. We think input of customer productivity includes customer input and enterprise input. Both influence customers'+ functional and experiential output together. This study tests the impact between input and output by SEM.