SELF SERVICE TECHNOLOGIES SPEAK FOR THEMSELVES

Oana Preda Author-Workplace-Name: Romanian American University, Iuliu Ivănescu and Iulia Furdui Author-Workplace-Name: Romanian American University

Romanian Economic Business Review, 2009, vol. 4, issue 1, 11-17

Abstract: The paper analysis the main criteria for successful self service technologies. Self service technologies are changing the way customers interact with companies. As a result, a lot of firms are developing innovative self service technologies with hope that their customers are satisfied. In order for a self service technology to succeed in making customers happy, companies must learn and know what drives customer satisfaction. This paper examines what a firm should consider in order to encourage customers to at least try, and eventually adopt, the self service technology offered by a firm into the customer's regular routine. Factors that encourage the customer to try a new self-service technology for the first time and factors impact customer satisfaction and dissatisfaction will be addressed.

Keywords: self service technologies; customer value; customer satisfaction (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:rau:journl:v:4:y:2009:i:1:p:11-17

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