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

Devashish Pujari

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

机译：自助服务带着微笑？加拿大企业之间的自助服务技术（SST）

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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 oho 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.

机译：本文调查了加拿大B2B（企业对企业）客户中遇到的自助服务技术（SST）。它提供了对满意度和不满意的关键决定因素的理解。这项研究探索了在SST失败的情况下与服务恢复有关的问题以及SST遇到的有利/不利情况对业务关系的影响。该研究发现，与B2C客户相比，B2B客户从不同来源获得的满意度。这些资源包括速度，过程效率和成本节省。对于SST，发现服务恢复是一个关键问题。

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来源
《International journal of service industry management》 |2004年第2期|p.200-219|共20页
作者
Devashish Pujari;
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作者单位

DeGroote School of Business, McMaster University, Hamilton, Ontario, Canada;

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原文格式 PDF
正文语种 eng
中图分类社会科学总论;
关键词
business-to-business marketing; service delivery systems; business process re-engineering; electronic commerce; service operations;

机译：企业对企业营销;服务交付系统;业务流程再造;电子商务;服务运营;

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

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