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Book Cover

Title Self-service in the Internet age : expectations and experiences / Dave Oliver, Celia Romm Livermore, Fay Sudweeks, editors
Published London : Springer, [2009]
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Description 1 online resource (xii, 277 pages) : illustrations
Series Computer supported cooperative work
Computer supported cooperative work.
Contents Social networking and eDating: charting the boundaries of an emerging self-service arena -- The role and implications of the internet in healthcare -- Self-service and e-education: the relationship to self-directed learning -- Stakeholder expectations of service quality in a university web portal -- Cybermediation in the tourism and travel industries -- Tricks and clicks: how low-cost carriers ply their trade through self-service websites -- Experiences of users from online grocery stores -- The virtual shopping aisle: more or less work? -- The customer rules and other e-shopping myths -- Internet banking: an interaction building channel for bank-customer relationships -- Sense or sensibility?: how commitment mediates the role of self-service technology on loyalty -- Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues -- An explanatory model of self-service on the internet
Summary The Internet has emerged as a network which enables a vast range of interactions between businesses and government organizations and individuals. These interactions are classified as B2C (business to consumer), B2B (business to business) and C2C (consumer to consumer) creating ever growing forms of Internet connectedness. This connectedness enables a vast range of self-service opportunities via the Internet. "Self-Service in the Internet Age" explores attitudes and behaviors to this new form of self-service provision. It focuses on how services are used and viewed by those who choose
Bibliography Includes bibliographical references and index
Notes Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002. MiAaHDL
digitized 2010 HathiTrust Digital Library committed to preserve pda MiAaHDL
Print version record
Subject Internet -- Social aspects.
Internet -- Economic aspects.
Service industries -- Data processing.
Internet service providers.
Form Electronic book
Author Oliver, Dave, 1946- editor
Romm-Livermore, Celia, 1954- editor
Sudweeks, Fay, editor
ISBN 9781848002074