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Self‐service – a contradiction in terms or customer‐led choice?
Author(s) -
Howard Melanie,
Worboys Caroline
Publication year - 2003
Publication title -
journal of consumer behaviour
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.811
H-Index - 43
eISSN - 1479-1838
pISSN - 1472-0817
DOI - 10.1002/cb.115
Subject(s) - contradiction , perspective (graphical) , foundation (evidence) , service (business) , marketing , customer service , section (typography) , business , sociology , public relations , advertising , computer science , political science , law , epistemology , philosophy , artificial intelligence
Abstract This paper explores the reality of self‐service today from the customer perspective and identifies what organisations 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, undertaken by the Future Foundation that was sponsored by a consortium of companies consisting of Broadsystem, BT, mmO2, BUPA and GIMRA (General Insurance Market Research Association). It is structured around a series of questions that the research was designed to answer, with clear recommendations for businesses coming out of each section. Copyright © 2003 Henry Stewart Publications.