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Self-Service Systems: Quality Dimensions and Users' Profiles

Calin Gurau (GSCM – Montpellier Business School, France)

EISBN13: 9781605666341|DOI: 10.4018/978-1-60566-064-6.ch004

OnDemand Chapter PDF Download Download link provided immediately after order completion

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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Self-Service Systems: Quality Dimensions and Users' Profiles

Abstract