【摘 要】
：
In recent years,self-service technologies(SSTs)have been widely used.Mostly SSTs created value for the enterprise,but sometimes caused service failure.Through the critical incident technique,this pape
【机 构】
：
School of Management,Wuhan University of Science and Technology;School of Economics and Management,B
【出 处】
：
华人学者营销协会,对外经济贸易大学
论文部分内容阅读
In recent years,self-service technologies(SSTs)have been widely used.Mostly SSTs created value for the enterprise,but sometimes caused service failure.Through the critical incident technique,this paper studies different types of online SSTs failures and recovery strategies,in order to enrich the theory of service failure and service recovery,and then provides decision-making suggestions for SSTs enterprises.Finally it concludes that the most common type of online SSTs failure is interface design failure,followed by the process failure,customer-caused failure and technical failure.The most common type of online SSTs recovery strategies is customer independently participation in the recovery,followed by no customer recovery actions and customer-enterprise mutual participation in the recovery.
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