The process of solving problems with self-service technologies: A study from the user’s perspective
| Autor: | Mary Tate, Alireza Nili, David Johnstone |
|---|---|
| Rok vydání: | 2019 |
| Předmět: |
Service (systems architecture)
080609 Information Systems Management Computer science Process (engineering) Economics Econometrics and Finance (miscellaneous) Context (language use) 02 engineering and technology 080602 Computer-Human Interaction Extant taxon process theory 020204 information systems Process theory 0502 economics and business Self-service 0202 electrical engineering electronic engineering information engineering SST problem 080600 INFORMATION SYSTEMS Self-service technology 05 social sciences Perspective (graphical) Resolution (logic) Data science SST Human-Computer Interaction 150302 Business Information Systems 050211 marketing problem-solving process |
| Zdroj: | Electronic Commerce Research |
| ISSN: | 2381-3652 |
| Popis: | Even the most reliable Self-Service Technologies (SSTs) sometimes fail to meet the user’s expectations. This can occur due to technical errors, user service support staff or the user’s own mistakes. Although extensive research has been done on topics such as user complaining behaviors and the role of businesses in solving SST problems, little research has focused on the user’s own role in solving these problems. In this study, we review the extant studies of SST problems and resolution in the wider business literature; review the prominent theories of problem-solving from multiple disciplines; explain the limitations of existing studies and theories in the context of self-service and SSTs; and develop a process theory specifically for this context. |
| Databáze: | OpenAIRE |
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