Self-Service in the Internet Age: Expectations and Experiences / Edition 1

Self-Service in the Internet Age: Expectations and Experiences / Edition 1

by David Oliver
     
 

ISBN-10: 1848002068

ISBN-13: 9781848002067

Pub. Date: 10/30/2008

Publisher: Springer London

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

Overview

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 to use or not use them in a variety of contexts such as personal banking, shopping, travel, education, and health.

Product Details

ISBN-13:
9781848002067
Publisher:
Springer London
Publication date:
10/30/2008
Series:
Computer Supported Cooperative Work Series
Edition description:
2009
Pages:
276
Product dimensions:
6.30(w) x 9.30(h) x 0.70(d)

Table of Contents

IntroductionSocial Networking and eDatingThe Role and Implications of the Internet in Healthcare DeliverySelf-Service and E-EducationStakeholder Expectations of Service Quality in a University Web PortalCybermediation in the Tourism and Travel IndustriesTricks and ClicksExperiences of Users from Online Grocery StoresThe Virtual Shopping AisleThe Customer Rules and Other E-Shopping MythsInternet BankingSense or Sensibility? Web-based Self-Service Systems for Managed IT SupportAn Explanatory Model of Self-service on the Internet

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