Newsstand - Service gets lost in self-serve American world

NEW YORK - (KRT) - From the gas that people pump themselves to such brave new frontiers of do-it-yourself-land as the self-serve checkout kiosks at Wal-Mart and Home Depot stores, American consumers are shouldering an ever-growing chunk of the work involved in everyday transactions.

http://www.montereyherald.com/mld/montereyherald/news/nation/11543412.htm

There's a trend in customer experience that goes against customer loyalty: self-service devoid of human interaction. Online customers are used to self-service, because the entire online shopping experience is based on this concept. Offline customers are just starting to see self-service kiosks across all major industries.

http://www.clickz.com/experts/crm/traffic/article.php/3502531