The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
Self-Service Systems: Quality Dimensions and Users' Profiles
Author(s): Calin Gurau (GSCM – Montpellier Business School, France)
Copyright: 2009
Pages: 12
EISBN13: 9781605666341
Purchase
View Sample PDF
Abstract
The evolution of information technology applications has changed the landscape of the service industry, offering the possibility of customer empowerment through self-service applications. Considering the main three streams of research already applied in the study of self-services, this chapter investigates customers’ perceptions about eight dimensions that characterise the quality of the self-service experience. On the other hand, the study attempts to analyse the influence of the self-service users’ profile (gender, Internet usage experience, and online self-service usage experience), and to provide specific insights about the needs and wants of various categories of customers.
Related Content
|
Arti Kumar.
© 2023.
27 pages.
|
|
Celeste Roseberry-McKibbin.
© 2020.
18 pages.
|
|
Andrew Struan.
© 2021.
16 pages.
|
|
Geri Collins, Jeffrey Hall, Bridget Taylor.
© 2015.
25 pages.
|
|
Vander Viana, Anna Chesnokova, Sonia Zyngier, Willie van Peer.
© 2010.
14 pages.
|
|
|