Self‐service with a smile?-Reference-Cited by-同舟云学术

Self‐service with a smile?

Published:2004-04-01 Issue:2 Volume:15 Page:200-219
ISSN:0956-4233
Container-title:International Journal of Service Industry Management
language:en
Short-container-title:

Author:

Pujari Devashish

Abstract

This paper investigates self‐service technology (SST) encounters among Canadian B2B (business‐to‐business) customers. It provides an understanding of key determinants of satisfaction and dissatisfaction. This research also explores issues relating to service recovery in case of SST failure and effects of favorable/ unfavorable SST encounters on business relationships. The study finds that B2B customers experience satisfaction from different sources as compared to B2C customers. These sources include speed, process efficiency and cost savings. Service recovery has been found to be a critical problem with regards to SST.

Publisher

Emerald

Subject

Management of Technology and Innovation,Strategy and Management,General Business, Management and Accounting

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