Search for dissertations about: "self-service recovery"

Found 2 swedish dissertations containing the words self-service recovery.

2. 1. Self-Service Recovery

   Author : Niklas Johansson; Anders G. Nilsson; Bo Edvardsson; Sten Carlsson; Jan Lindvall; Karlstads universitet; []
   Keywords : NATURVETENSKAP; NATURAL SCIENCES; Service recovery; self-service technology; self-service recovery; IT-enabler; value creation; Informatics; Informatik; Information Systems; Informatik;

   Abstract : Service recovery is about problems. What happens when customers experience problems? Well, sometimes customers complain to the one responsible for the service. Sometimes customers do not complain but instead tell somebody else about the problem, possibly leading to a bad reputation for the one responsible for the service. READ MORE

4. 2. Self-Service Recovery : Towards a Framework for Studying Service Recovery in a Self-Service Technology Context from a Management and IT Perspective

   Author : Niklas Johansson; []
   Keywords : NATURVETENSKAP; NATURAL SCIENCES; Information Systems; Informatik;

   Abstract : The infusion of information technology (IT) into the service industry has been apparent in many respects. Positive aspects, such as greater flexibility, shorter lead-times and the improved use of resources, belong to the advantages gained by infusing IT into services. However, there are some negative aspects as well. READ MORE