Abstract
This chapter describes research that identifies and classifies the dimensions of self-service activity enabled through the Internet. Self-service is effected by organizations providing ways and means whereby customers perform tasks related to the procurement of goods and services. We describe how an instrument used to measure Internet-based self-service was developed, validated and applied. The results from applying the instrument to a large number of Web sites, covering a range of industries, countries and cultures, are analyzed and discussed. The study presents a model in which type of industry, level of technological development, income and cultural factors are proposed as explanatory variables for Web-based self-service. We conclude with an assessment of this program of research’s achievements so far.
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Appendix: TCIE Measurement Instrument
Appendix: TCIE Measurement Instrument
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Oliver, D., Livermore, C.R., Farag, N.A. (2009). An Explanatory Model of Self-Service on the Internet. In: Sudweeks, F., Romm Livermore, C., Oliver, D. (eds) Self-Service in the Internet Age. Computer Supported Cooperative Work. Springer, London. https://doi.org/10.1007/978-1-84800-207-4_13
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DOI: https://doi.org/10.1007/978-1-84800-207-4_13
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