Self service in the internet age: expectations and experiences

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 andbehaviors to this new form of self-service provision. It focuses on how services are used and viewed by those who choose to use or not use them in a variety of contexts such as personal banking, shopping, travel, education, and health. Focuses on an aspect of eCommerce that has not been researched - the role the internet plays in transforming the relationship between companies and customers Looks at the services that are provided on the Internet from different industries and cultures to explore their social impact, rather than the technical mechanisms for building and operating them Contributions from authors from around the world INDICE: Introduction.- Social Networking and eDating.- The Role and Implications of the Internet in Healthcare Delivery.- Self-Service and E-Education.-Stakeholder Expectations of Service Quality in a University Web Portal.- Cybermediation in the Tourism and Travel Industries.- Tricks and Clicks.- Experiences of Users from Online Grocery Stores.- The Virtual Shopping Aisle.- The Customer Rules and Other E-Shopping Myths.- Internet Banking.- Sense or Sensibility?- Web-based Self-Service Systems for Managed IT Support.- An Explanatory Model of Self-service on the Internet.

• ISBN: 978-1-84800-206-7
• Editorial: Springer
• Encuadernacion: Cartoné
• Páginas: 280
• Fecha Publicación: 01/11/2008
• Nº Volúmenes: 1
• Idioma: Inglés