TY  - JOUR
AB  - This paper investigates self‐service technology (SST) encounters among Canadian B2B (business‐to‐business) customers. It provides an understanding of key determinants of satisfaction and dissatisfaction. This research also explores issues relating to service recovery in case of SST failure and effects of favorable/ unfavorable SST encounters on business relationships. The study finds that B2B customers experience satisfaction from different sources as compared to B2C customers. These sources include speed, process efficiency and cost savings. Service recovery has been found to be a critical problem with regards to SST.
VL  - 15
IS  - 2
SN  - 0956-4233
DO  - 10.1108/09564230410532510
UR  - https://doi.org/10.1108/09564230410532510
AU  - Pujari Devashish
PY  - 2004
Y1  - 2004/01/01
TI  - Self‐service with a smile? Self‐service technology (SST) encounters among Canadian business‐to‐business
T2  - International Journal of Service Industry Management
PB  - Emerald Group Publishing Limited
SP  - 200
EP  - 219
Y2  - 2024/09/21
ER  -