A conceptual model of self-service

The article focuses upon the concept of self-service within the service sector. The nature and growth, as well as the present and potential use of self-service are analysed and explored. Starting with the service industry, several common classification and evaluation schemes are reviewed. Recent contributions to the understanding of the self-service industry are next discussed. A model of the self-service sector is proposed which incorporates attributes drawn from three major sectors: the consumer, the organisation, and the environment. Examples and hypotheses to be explored are included.