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

Alireza Nili (), Mary Tate () and David Johnstone ()
Additional contact information
Alireza Nili: Queensland University of Technology
Mary Tate: Queensland University of Technology
David Johnstone: Victoria University of Wellington

Electronic Commerce Research, 2019, vol. 19, issue 2, No 5, 373-407

Abstract: 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.

Keywords: Self-service technology; SST; SST problem; Problem-solving process; Process theory (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://link.springer.com/10.1007/s10660-018-9304-0 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:elcore:v:19:y:2019:i:2:d:10.1007_s10660-018-9304-0

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/10660

DOI: 10.1007/s10660-018-9304-0

Access Statistics for this article

Electronic Commerce Research is currently edited by James Westland

More articles in Electronic Commerce Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().