Self-Service Systems: Quality Dimensions and Users' Profiles

Calin Gurau (GSCM – Montpellier Business School, France)
Copyright: © 2009 |Pages: 59
EISBN13: 9781605666341|DOI: 10.4018/978-1-60566-064-6.ch004
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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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