Strengthening Customer Loyalty and Enhancing Resilience via Self-Service

Stefan Schweiger (), Simon Oed, Julian Kemmer and Maximilian Geus
Additional contact information
Stefan Schweiger: HTWG Konstanz—University of Applied Sciences
Simon Oed: HTWG Konstanz—University of Applied Sciences
Julian Kemmer: HTWG Konstanz—University of Applied Sciences
Maximilian Geus: HTWG Konstanz—University of Applied Sciences

A chapter in Smart Services Summit, 2024, pp 273-278 from Springer

Abstract: Abstract Digital transformation is changing the service landscape and confronting companies with challenges such as staff shortages and changing customer behavior. This paper examines the impact of self-service options on customer perceptions and their potential to improve a company’s resilience. The empirical study conducted for this purpose with 400 participants from different age groups, but with a focus on Generation Z, shows that almost all respondents have encountered self-service at some point, with the retail, tourism and financial sectors leading in usage. About 90% of respondents use self-service several times a month. While all generations value time savings and convenience, older participants express more concerns about errors, lack of support and privacy. The study highlights the increasing prevalence of self-service, particularly among young people, and their positive perceptions. Self-service solutions offer businesses the ability to address challenges, engage with customers and streamline processes. The positive impact extends not only to B2C processes, but also allows conclusions to be drawn about the positive influence of self-service options in internal and external B2B activities such as order management and customer support.

Keywords: Customer self-service; Customer-dominant logic; Customer engagement; Skills shortages; Cost pressures; Intelligent self-services (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:prochp:978-3-031-60313-6_21

Ordering information: This item can be ordered from
http://www.springer.com/9783031603136

DOI: 10.1007/978-3-031-60313-6_21

Access Statistics for this chapter

More chapters in Progress in IS from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().