Sökning: "self-service technology SST"
Hittade 2 avhandlingar innehållade orden self-service technology SST.
1. Self-Service Recovery
Sammanfattning : Service recovery is about problems. What happens when customers experience problems? Well, sometimes customers complain to the one responsible for the service. Sometimes customers do not complain but instead tell somebody else about the problem, possibly leading to a bad reputation for the one responsible for the service. LÄS MER
2. Transactions in cyberspace : the continued use of Internet banking
Sammanfattning : In the last decade, more and more service providers have realized the advantage of self-service technologies (SSTs), and, therefore, the number of SSTs has grown at an enormous rate. The infusion of SSTs is dramatically changing the nature of the service encounter because it allows (or forces) consumers to produce their own service encounters by interacting with machines rather than by interacting with a firm’s service personnel (Lee and Allaway, 2002). LÄS MER