在服務產業中，資訊科技的使用越來越普及帶來了服務提供者和消費互動上的革新和改變。我們可以把消費者視為一個主動的價值共創者，而不是像過去被動地接受服務。消費者能跳過服務員工、直接透過資訊科技來參與服務流程，而這樣的資訊科技我們就叫做自助服務科技。自助服務科技在服務產業當中是一個新的趨勢。業者為了與消費者共創價值、為了去提供更有效率的服務，服務就需要消費者的參與。以航空業來說，旅客在網路上使用的自助網路預辦登機系統就是一個例子。過去研究指出在全球國際機場有百分之五十三的國際航空業提供網路預辦登機的服務，百分之六十的旅客當他們知道有自助服務科技時，會去使用他。
本研究主要有三大動機：第一點，網路預辦登機服務是航空業辦理登機的新趨勢；第二點，自助服務科技能夠縮短登機的時間，節省營運成本和旅客個人的成本。本研究認為這可以替旅客及航空業者帶來利益、產生價值；第三點，沒有消費者就不能完成網路預辦登機的服務，消費者在自助服務當中扮演一個重要的角色。消費者在服務過程中共創什麼價值、消費者本身有什麼感受皆為本研究要去了解的課題。本研究主要以航空業網路預辦登機為框架去了解顧客參與的過程。本研究結果顯示：第一，我們將顧客定位成一個共創者，將顧客參與行為及價值共創串連，研究驗證過去學者之研究表示顧客參與行為會創造顧客價值；第二點，顧客價值的不僅能夠提升對於公司整體的滿意度，也能提升對於網路預辦登機系統的滿意度；第三點，在網路預辦登機服務中，對於系統的滿意度扮演一個輔助的角色，為一加分作用，仍有進步空間。

The increasing use of information and communication technologies in the service industry has resulted in a revolution of the interaction between service providers and their customers. And we view customers as active co-creators rather than as passive receivers of value. Customer can directly participate service process without employee through technological media or interfaces. And this kind of technology is called self-service technology. Self-service technology is a forward-looking and necessarily trends of service industry, in order to co-create values with customer and deliver effective service, the service process requires the participation of the customers. As we know, self-service technology apply to airline industry is online check-in.
The empirical results support causal relationship between the hypotheses. According to the empirical results, customer co-created value through participating using airline online check-in system. By participating using the check-in system, customers feel fun, convenient and even more connection with airlines, these values are all co-created by customer and airlines. Furthermore, we confirm each of co-created values enhance two kinds of satisfaction positively, company satisfaction and system satisfaction. In the past literature, most of researches did not discuss customer satisfaction and system satisfaction at the same time. This study indicated customer satisfaction and system satisfaction are both related with customer loyalty. The results show that airline online check-in system, new airline check-in cannel, can enhance company satisfaction and customer loyalty. It is a good symbol of this new tends of check-in service. It means airlines can continue to promote airline online check-in system to customers.

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