Which technological change increases the tendency of self service in services?

Correct answer: Customer making bookings through kiosks or apps by themselves

The direct answer is A: the customer makes a booking independently through a kiosk or app. Self-service means that the customer completes a service step directly, without an employee performing every small action. The process is: technology provides an interface such as an app or kiosk; the customer enters details and selects the service; the system confirms or processes the booking; the customer receives the service with less employee assistance. Option A is correct because it is a clear example of digital self-service. Option B is wrong because merely making customers stand in queues does not let them complete the process themselves and may increase waiting time. Option C is wrong because closed information makes service harder, not more self-directed. Option D is wrong because requiring an employee for every small task is assisted service, the opposite of self-service. This technological change can save time, standardise routine steps, and allow service providers to handle more customers, although support should remain available when users need help. Exam cue: if the customer uses technology to complete the task directly, think self-service.