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Self Service Technologies Speak For Themselves

Author

Listed:
  • Oana Preda Author-Workplace-Name: Romanian American University
  • Iuliu Ivanescu Author-Workplace-Name: Romanian American University
  • Iulia Furdui Author-Workplace-Name: Romanian American University

Abstract

The paper analysis the main criteria for successful self service technologies. Self service technologies are changing the way customers interact with companies. As a result, a lot of firms are developing innovative self service technologies with hope that their customers are satisfied. In order for a self service technology to succeed in making customers happy, companies must learn and know what drives customer satisfaction. This paper examines what a firm should consider in order to encourage customers to at least try, and eventually adopt, the self service technology offered by a firm into the customer's regular routine. Factors that encourage the customer to try a new self-service technology for the first time and factors impact customer satisfaction and dissatisfaction will be addressed.

Suggested Citation

  • Oana Preda Author-Workplace-Name: Romanian American University & Iuliu Ivanescu Author-Workplace-Name: Romanian American University & Iulia Furdui Author-Workplace-Name: Romanian American University, 2009. "Self Service Technologies Speak For Themselves," Romanian Economic Business Review, Romanian-American University, vol. 4(1), pages 11-17, March.
    • Handle: RePEc:rau:journl:v:4:y:2009:i:1:p:11-17
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    File URL: http://www.rebe.rau.ro/RePEc/rau/journl/SP09/REBE-SP09-A2.pdf
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    Cited by:

    1. Costel Iliuțǎ Negricea & Emanuela Maria Avram & Raluca Cristina Eftimie, 2011. "Development And Implementation Of Relationship Marketing Principles In Romanian Higher Education Environment," Romanian Economic Business Review, Romanian-American University, vol. 6(2), pages 44-51, June.

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