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Self-Service Recovery
2007 (English)Doctoral thesis, monograph (Other academic)
Abstract [en]

Services, by their very nature, are seldom error free. Service recovery is a set of actions a service

provider can take in order to repair a failure. Many services are also Internet-based, meaning that

the user produces and consumes the service alone. Self-services enabled by IT, referred to as selfservice

technology (SST), are characterized by an interaction between a user and a machine rather

than between two humans. Consequently, solving a problem due to an error in the self-service is

no longer conducted between two humans interacting in a face-to-face manner, but between a user

and a machine. Therefore, a new type of service recovery adhering to the self-service technology

context is needed and introduced as a new term in this dissertation:



Self-Service Recovery (SSR) is defined as the capability, enabled by self-service technology, of turning

user problems into solutions and improvements by means of sharing knowledge between users in order to

create value.



This dissertation has two purposes regarding self-service recovery: to describe what it is, and to

understand why it works. The purposes have been addressed by evolving two frameworks to

describe self-service recovery and understand why self-service recovery works. The contributions

of this dissertation reside in the frameworks, which enhance our understanding of self-service

recovery as a value creation activity through not only recovery, but also through improvement

and development of the service in question

Place, publisher, year, edition, pages
Karlstad: Karlstad University Studies , 2007.
Keywords [en]
Service recovery (SR), self-service technology (SST), self-service recovery (SSR), IT-enabler, value creation
National Category
Information Systems
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-23308ISBN: 9170630992 (print)OAI: oai:DiVA.org:kau-23308DiVA, id: diva2:597064
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2018-01-11

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http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-575http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-575

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Johansson, Niklas

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
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More styles
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
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Output format
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  • asciidoc
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