Actions for Self-service in the Internet age [electronic resource] : expectations and experiences

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Self-service in the Internet age [electronic resource] : expectations and experiences / Dave Oliver, Celia Romm Livermore, Fay Sudweeks, editors

Published
London : Springer, [2009]
Copyright Date
©2009
Physical Description
1 online resource (xii, 277 pages) : illustrations
Additional Creators
Oliver, Dave, Romm-Livermore, Celia, 1954-, and Sudweeks, Fay
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Series
Contents
Social networking and eDating: charting the boundaries of an emerging self-service arena -- The role and implications of the internet in healthcare -- Self-service and e-education: the relationship to self-directed learning -- Stakeholder expectations of service quality in a university web portal -- Cybermediation in the tourism and travel industries -- Tricks and clicks: how low-cost carriers ply their trade through self-service websites -- Experiences of users from online grocery stores -- The virtual shopping aisle: more or less work? -- The customer rules and other e-shopping myths -- Internet banking: an interaction building channel for bank-customer relationships -- Sense or sensibility?: how commitment mediates the role of self-service technology on loyalty -- Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues -- An explanatory model of self-service on the internet.
Summary
The Internet has emerged as a network which enables a vast range of interactions between businesses and government organizations and individuals. These interactions are classified as B2C (business to consumer), B2B (business to business) and C2C (consumer to consumer) creating ever growing forms of Internet connectedness. This connectedness enables a vast range of self-service opportunities via the Internet. "Self-Service in the Internet Age" explores attitudes and behaviors to this new form of self-service provision. It focuses on how services are used and viewed by those who choose.
Subject(s)
ISBN
9781848002074
1848002076
1848002068 (hbk.)
9781848002067 (hbk.)
Note
AVAILABLE ONLINE TO AUTHORIZED PSU USERS.
Bibliography Note
Includes bibliographical references and index.
View MARC record | catkey: 5342693