I don’t know what it is. But this is definitely becoming a self service world. Maybe we are in too much of a rush to be helped by someone else. Maybe its a way for the vendor to cut costs. But I do know that for the most part, it does not enhance the customer experience. I recently went through a TSA checkpoint at Boston Logan airport. When I commented to the TSA person that the bins were in the wrong place and thus holding up the line he responded, "We just do the screenings, if you want to get through the checkpoint, you have to HUSTLE yourself". I was stunned. What hurts customer service is the lack of responsibility that many employees take to their staff. Not my job is a frequent reply. But the good customer service organization realizes that every job  that faces the customer is all of our resonsibilities.