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Self-Service Systems: Quality Dimensions and Users' Profiles
Author(s): Calin Gurau (GSCM – Montpellier Business School, France)
Copyright: 2009
Pages: 12
EISBN13: 9781605666341
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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.
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