For service providers, efficient production and delivery is becoming increasingly important. If customers can play the role
of partial employees when participating in the service production and delivery, service providers can reduce the workload
and achieve higher productivity. This study’s purpose is to investigate the impact of technology-based self-service (TBSS)
which is designed for improvement of operational efficiency of service organizations on employees, customers, and sales, especially
focused on South Korea’s service market. In-depth interviews with managers of large service providers and a questionnaire
survey of employees were used as the research method. Our findings indicate that technology-based self-service positively
influences employee satisfaction, but it provides disadvantages in sales, and in customer satisfaction when the services fail.
Moreover, some interesting results were identified. We present the details of the statistical results and the implications
found from the study.