Self-Service in the Internet Age : Expectations and Experiences / edited by Fay Sudweeks, Celia Romm Livermore, David Oliver.

Springer eBooks

Social Networking and eDating: Charting the Boundaries of an Emerging Self-Service Arena -- The Role and Implications of the Internet in Healthcare Delivery -- Self-Service and E-Education: The Relationship to Self-Directed Learningself-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-ShoppingE-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.

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.

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