Journal article
Self‐service with a smile?
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 …
Authors
Pujari D
Journal
Journal of Service Management, Vol. 15, No. 2, pp. 200–219
Publisher
Emerald
Publication Date
April 1, 2004
DOI
10.1108/09564230410532510
ISSN
1757-5818