Self‐service with a smile? Self‐service technology (SST) encounters among Canadian business‐to‐business
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 April 2004
Abstract
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.
Keywords
Citation
Pujari, D. (2004), "Self‐service with a smile? Self‐service technology (SST) encounters among Canadian business‐to‐business", International Journal of Service Industry Management, Vol. 15 No. 2, pp. 200-219. https://doi.org/10.1108/09564230410532510
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited