Self-service with a smile? Self-service technology (SST) encounters among Canadian business-to-business

被引：36
|
作者：
Pujari, D [1 ]
机构：
[1] McMaster Univ, DeGroote Sch Business, Hamilton, ON L8S 4L8, Canada
来源：
INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT | 2004年 / 15卷 / 02期
关键词：
business-to-business marketing; service delivery systems; business process re-engineering; electronic commerce; service operations;
D O I：
10.1108/09564230410532510
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
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
引用
收藏
页码：200 / 219
页数：20
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