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Electronic Commerce Research
Erschienen in: Electronic Commerce Research 2/2019

17.04.2018

The process of solving problems with self-service technologies: a study from the user’s perspective

verfasst von: Alireza Nili, Mary Tate, David Johnstone

Erschienen in: Electronic Commerce Research | Ausgabe 2/2019

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Abstract

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.
Vorheriger Artikel Transfer of electronic commerce trust between physical and virtual environments: experimental effects of structural assurance and situational normality
Nächster Artikel Benefit-based O2O commerce segmentation: a means-end chain approach

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Fußnoten
1
In the course of gathering data for another research project, the authors observed this process on multiple occasions from a range of customers of a large public welfare agency.
 
2
We note that a hybrid approach, which combines the characteristics of variance theories and the characteristics of process theories, has also been suggested [73].
 
3
However a recent IS study by Ortiz de Guinea [73] suggests that time ordering can be important for variance theories, too.
 
4
We thank an anonymous reviewer for this contribution.
 
5
We thank an anonymous reviewer for this contribution.
 
6
We thank an anonymous reviewer for this contribution.
 
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Metadaten
Titel
The process of solving problems with self-service technologies: a study from the user’s perspective
verfasst von
Alireza Nili
Mary Tate
David Johnstone
Publikationsdatum
17.04.2018
Verlag
Springer US
Erschienen in
Electronic Commerce Research / Ausgabe 2/2019
Print ISSN: 1389-5753
Elektronische ISSN: 1572-9362
DOI
https://doi.org/10.1007/s10660-018-9304-0

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