Vulnerable communities create significant challenges for service providers. However, the use of self-service technologies can play an important role in meeting the needs of physically disabled individuals as the service sector strives to reduce the growing costs of providing customized services, while also trying to control costs and maintain service quality. Facilitating self-service technology use by people with disabilities may help them to live more independently and enhance their quality of life. It may also save costs for service providers through reduced use of service employees in service encounters. To this end, this research-in-progress paper provides the conceptual foundation for a study that aims to explore the impact of technology-based service use by this community on their well-being.
Aslanzadeh, Marjan and Keating, Byron, "Effective Use of Self-service Technology by Physically Disabled Individuals" (2016). ACIS 2016 Proceedings. 72.