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Self-Service Recovery: Service Recovery in a Self-Service Technology Context
2002 (English)Conference paper (Refereed)
Abstract [en]

This paper addresses the problems involved in service recovery in a self-service technology context, in this paper called self-service recovery. Interviews with both customers and employees about service recovery aspects within a self-service technology context show differences and similarities between those two groups. Contextual issues are also discussed. The results show that a satisfying service recovery requires that the personnel are involved and that although, to some extent, outside the self-service technology context the company provides customers with a satisfying service recovery this is not the case within the self-service technology context of the company

Place, publisher, year, edition, pages
Victoria, Canada, 2002.
National Category
Information Systems
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-23310ISBN: 1550582526OAI: oai:DiVA.org:kau-23310DiVA: diva2:597066
Conference
Proceedings of the QUIS 8 Symposium 2002, Victoria, Canada
Note

Distrubution: Kontakta författare

Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2013-01-22

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Johansson, Niklas
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