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Self-Services : Do Not Leave Your Customers Alone with the Technology

Title data

Waldmann, Daniela ; Utz, Lena ; Müller, Anna-Luisa ; Rupprecht, Lea:
Self-Services : Do Not Leave Your Customers Alone with the Technology.
In: Proceedings of the 12th International Conference on Wirtschaftsinformatik (WI). - Osnabrück, Germany , 2015
ISBN 978-3-00-049184-9

Official URL: Volltext

Abstract in another language

New arising technologies change the modes of interaction between companies and their customers. So-called self-service technologies (SSTs) allow integrating customers as active participants into companies’ business processes and thereby are expected to generate not only more efficient processes but also positive effects on customer satisfaction. As some customers do not consider their integration as an improvement and others are not able to use the SSTs, com-panies have to provide personal support offering direct response, assurance and social interaction. As for many companies the corresponding economic effects remain unclear, the aim of this paper is to develop a quantitative decision model that allows to decide on the integration of customers in business processes while considering of the necessary customer support on an economically well-grounded basis. To demonstrate the applicability of the model and its practical utility, we conduct a case study.

Further data

Item Type: Article in a book
Refereed: Yes
Keywords: customer integration; self-service technologies; customer support
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Faculties > Faculty of Law, Business and Economics
Result of work at the UBT: No
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 13 Jun 2018 06:30
Last Modified: 14 Jun 2022 09:37