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In: Operations Management

10. In your opinion, are businesses becoming too dependent on the self-service approach? Do you feel...

10. In your opinion, are businesses becoming too dependent on the self-service approach? Do you feel that these cost savings are actually being passed down to consumers? Explain your responses. (i.e. buffets, grocery store self-check-out, self-service gas station etc.)

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Q: 10. In your opinion, are businesses becoming too dependent on the self-service approach? Do you feel that these cost savings are actually being passed down to consumers? Explain your responses. (i.e. buffets, grocery store self-check-out, self-service gas station etc.)

A: Businesses are becoming or rather have already become too dependent on the self-service approach but that is also how the consumers want and expect it as then service becomes non-intrusive and more privacy and flexible. It has become the standard approach to business, also several businesses like hotels, airlines, restaurants, supermarkets, etc., reduce costs and pass on some of the no-frills benefits to consumers with value add-ons such as combination offers, discounts, loyalty points, free gifts, free upgrades, etc. One may say that if a business does not pass on any material benefit to its consumers then perhaps it is only passing on its cost savings on to consumers but those businesses which are passing on benefits are being generous and mutually beneficial to its consumers, in any case, consumers do not expect much service or frills in budget shops and restaurants and also possibly enjoy their privacy and freedom during their purchase experience and do not want a shop attend following them around through their shopping experience. Thus, it has become a way of life and can be beneficial to both businesses and consumers in more ways than one as already explained above.


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