The Decision to implement self-service technology and its impact on service performance and operating costs

As the initial investment required by SST is high, decision-makers have increasingly been asked to anticipate whether the objectives of SST implementation, namely waiting time reduction and operating cost reduction can be achieved. However, it is difficult to estimate how adding a SST alternative to an existing service delivery process will impact these performance measures. The purpose of this study was to investigate, using simulation, how the implementation of self-service technology in a service delivery process would impact customer waiting times and system operating costs in the context of luxury resort check-in

The Data Analytic Capability Wheel: An Implementation Framework for Digitalization

A practical framework for the implementation of digitalization entitled the “Data Analytic Capability Wheel” was presented. The aspects encompassed by this framework included data quality, data analytics, IT infrastructure, processes, employee knowledge and skills, and management

Development of data analytic capability in organizations

To compete in a globalized world, organizations need develop their data analytic capability. Using a review of the literature and case studies, this study examines how organizations acquire and orchestrate the necessary resources to build their data analytic capability in a way that fits their organization and context. The literature review identified six categories of assets and resources needed for the development of data analytic capability, namely data, data analytics, technology, structure and processes, management, and knowledge and skills. The case study findings showed that their impact is interlinked, with the presence of technical knowledge in the organization being essential