Volume II Issue I- March, 2022 http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3274 Asian Journal of Management Studies (AJMS) Tue, 21 Apr 2026 05:43:28 GMT 2026-04-21T05:43:28Z Editorial Board http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3301 Editorial Board Management Studies,Faculty of Tue, 15 Mar 2022 00:00:00 GMT http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3301 2022-03-15T00:00:00Z Editorial Note http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3300 Editorial Note Aslam, MSM Tue, 15 Mar 2022 00:00:00 GMT http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3300 2022-03-15T00:00:00Z CONTENTS http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3298 CONTENTS Management Studies,Faculty of Tue, 15 Mar 2022 00:00:00 GMT http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3298 2022-03-15T00:00:00Z Customer Capabilities and Value Co-Creation Practices in Self-service Technologies: Insights from Commercial Banks in Sri Lanka http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3297 Customer Capabilities and Value Co-Creation Practices in Self-service Technologies: Insights from Commercial Banks in Sri Lanka Galdolage, B.S.; Rasanjalee, RMKS Many service encounters that service employees previously managed are being transformed into technology-enabled self-service interactions, including those in the banking sector. However, scholarly work has not paid sufficient attention to studying Self-Service Technologies (SSTs) in service encounters. Thus, the purpose of this study is to investigate the practices that customers engage in co-creating value with SSTs in the banking sector, along with prerequisite capabilities that customers must possess to complete successful service transactions. A qualitative approach was used, conducting semi-structured interviews with 50 banking customers who use SSTs in the Western Province, Sri Lanka. The study found seven key-value co-creation practices and five types of capabilities an individual should possess to use banking SSTs. The findings contribute to the existing literature by addressing the prerequisites and practices of customer value co-creation in banking SSTs, which have received sporadic attention. Tue, 15 Mar 2022 00:00:00 GMT http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/3297 2022-03-15T00:00:00Z