Using self-service technology to reduce customer waiting times

Alinda Kokkinou, David A. Cranage

Research output: Contribution to journalArticlepeer-review

74 Scopus citations


An important perceived benefit of self-service technology has been its potential to reduce customer waiting-times. The purpose of this study was therefore to examine under which conditions the introduction of self-service technology in a service delivery process could reduce actual waiting-times and improve service levels. A simulation study showed that waiting-times and service levels in a hotel check-in process were influenced by the number of resources available to customers, the number of customers arriving to receive service, the processing speed of the self-service kiosk and the failure rate of the self-service kiosk. Specifically, results showed that longer self-service kiosk processing times and higher failure rates led to longer waiting-times, especially when customer demand was high. The authors recommend that service providers considering self-service technology implementation pay careful attention to the design and performance of the self-service technology.

Original languageEnglish (US)
Pages (from-to)435-445
Number of pages11
JournalInternational Journal of Hospitality Management
Issue number1
StatePublished - Jun 2013

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management


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