Promoting the world of self-service (Reviewing The Tesco case)

Topic

Promoting the world of self-service (Reviewing The Tesco case)

Instructions

Write a draft paper for the dissertation.

Answer preview

Technological advancement has become part and parcel of conventional retail services as it transforms customers shopping experience (Hagberg, Sundstrom and Egels-Zandén, 2016).  With increasing need for competitive advantage, retailers are adopting nonconventional means of maximising customer satisfaction. Indeed, meeting and exceeding customer expectations becomes a source of competitive edge in business (Lowe and Wrigley, 2009). The concept of customer self-service emerged as a result of the increasing need to transform the traditional service chartered by human interaction (Holten and Behumi, 2005). Self-service technologies are understood as ways through which customers can locate desired products, services or processes with the help of technologies (Lowe and Wrigley, 2009).  As such, self-service involve replacing humans with electronic machines and devices, ensuring minimal or no interaction with human during the shopping experience (James, 2014; Kolah, 2011).

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