Self‐service with a smile? Journal Articles

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.

authors

• Pujari, Devashish

status

• published 

publication date

• April 1, 2004

has subject area

• 1503 Business and Management (FoR)
• 1505 Marketing (FoR)
• 1506 Tourism (FoR)
• Marketing (Science Metrix)

published in

• Journal of Service Management  Journal

keywords

• Business & Economics
• CONSUMER
• CUSTOMER SATISFACTION
• EMPLOYEES
• IMPACT
• INFORMATION-TECHNOLOGY
• MODEL
• Management
• PROCUREMENT
• RESPONSES
• Social Sciences
• business process re-engineering
• business-to-business marketing
• electronic commerce
• service delivery systems
• service operations

Digital Object Identifier (DOI)

• 10.1108/09564230410532510

start page

• 200

end page

• 219

volume

• 15

issue

• 2