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| Author: | Howard, M. Worboys, C. |
| Title: | Self-service - A contradiction in terms of customer-led choice? |
| Journal: | Journal of Consumer Behaviour
2003 : JUN, VOL. 2:4, p. 382-392 |
| Index terms: | Customer relationship management (CRM) Service quality Service management |
| Language: | eng |
| Abstract: | The paper explores the reality of self-service today from the customer perspective. It identifies what organizations need to do to maximise their contribution to improving customer service in the future. It is based on the findings of an extensive study, including original consumer research and analysis. The paper is structured around a series of questions that the research was designed to answer, with clear recommendations for businesses coming out of each section. |
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