TOC: Self-Service
Introduction
Self-Service in the Internet Age: Expectations and Experiences, A book edited by Dave Oliver, Celia Romm Livermore and Fay Sudweeks
: : : Posting
Self-Service in the Internet Age: Expectations and Experiences
Editors:
Dave Oliver
Celia Romm Livermore
Fay Sudweeks
Publisher: Springer
ISBN: 978-1-84800-206-7, 280 pages
Price: USD79.95 (hardcover)
Publication: November 2008
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 to use or not use them in a variety of contexts such as personal banking, shopping, travel, education, and health.
More information is available from
Dave Oliver, dodave@gmail.com
Celia Romm Livermore, celia_romm@hotmail.com
Fay Sudweeks, sudweeks@murdoch.edu.au
- Social Networking and eDating: Charting the Boundaries of an Emerging Self-Service Arena
–Celia T. Romm and Dave Oliver - The Role and Implications of the Internet in Healthcare Delivery
–Alex Broom - Self-Service and E-Education: The Relationship to Self-Directed Learning
–Marilyn A. Wells and Phillip W. J. Brook - Stakeholder Expectations of Service Quality in a University Web Portal
–Mary Tate, Joerg Evermann, Beverley Hope and Stuart Barnes - Cybermediation in the Tourism and Travel Industries
–Les Killion - Tricks and Clicks: How Low-Cost Carriers Ply Their Trade Through Self-Service Websites
–Chris Barry and Ann M. Torres - Experiences of Users from Online Grocery Stores
–Mark Freeman - The Virtual Shopping Aisle: More or Less Work?
–Dave Oliver and Celia Romm Livermore - The Customer Rules and Other e-Shopping Myths
–Rachel McLean and Helen Richardson - Internet Banking: An Interaction Building Channel for Bank-Customer Relationships
–Madhumita Banerjee - Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty
–Sangeeta Singh and Line Lervik Olsen - Web-Based Self-Service Systems for Managed IT Support: Service Provider Perspectives of Stakeholder-Based Issues
–Vanessa A. Cooper, Sharman Lichtenstein and Ross Smith - An Explanatory Model of Self-Service on the Internet
–Dave Oliver, Celia Romm Livermore and Neveen Awad Farag