Research on the Types of Online Self-service Technologies Failures and Recovery Strategies

摘要：

　　In recent years,self-service technologies(SSTs)have been widely used.Mostly SSTs created value for the enterprise,but sometimes caused service failure.Through the critical incident technique,this paper studies different types of online SSTs failures and recovery strategies,in order to enrich the theory of service failure and service recovery,and then provides decision-making suggestions for SSTs enterprises.Finally it concludes that the most common type of online SSTs failure is interface design failure,followed by the process failure,customer-caused failure and technical failure.The most common type of online SSTs recovery strategies is customer independently participation in the recovery,followed by no customer recovery actions and customer-enterprise mutual participation in the recovery.

关键词： Self-service technologies SSTs Service failure Service recovery strategy

作者: Sun Wei Zou Xiaoxue

作者单位: School of Management,Wuhan University of Science and Technology;School of Economics and Management,B School of Management,Wuhan University of Science and Technology

会议类型: 国内会议

会议名称: China Marketing International Conference 2017 (2017中国市场营销国际学术年会)

会议地点: 北京

会议语种:英文

页码: 479-484

在线出版日期: 2017-07-14（万方平台首次上网日期，不代表论文的发表时间）