Consumer’s Persistence in Solving their own Problem with Self-Service Technology

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dc.contributor.authorNili, Alirezaen_NZ
dc.contributor.authorTate, Maryen_NZ
dc.contributor.authorJohnstone, Daviden_NZ
dc.contributor.authorGable, Guyen_NZ
dc.date.accessioned2014-12-04T01:20:04Z
dc.date.available2014-12-04T01:20:04Z
dc.date.copyright2014en_NZ
dc.date.issued2014en_NZ
dc.description.abstractAn increasing range of technology services are now offered on a self-service basis. However, problems with self-service technologies (SSTs) occur at times, even for the best service providers due to the technical error, staff error, or consumers’ own mistakes. Considering the role of consumers as co-producers and the increasingly frequent situation where service staff are not immediately available to recover the SST failure, we aim to study consumer’s behaviours and strategies in solving their problem with SST and identify the factors contributing to their persistence in solving the problem. A focus group with user support staff has been conducted, yielding some initial results that help us to conduct the next phases of the study. Next, using Critical Incident Technique, data will be gathered through focus groups with users and think-aloud method while observing users trying to solve their problem with SSTs.en_NZ
dc.identifier.citationProceedings of the 25th Australasian Conference on Information Systems, 8th - 10th December, Auckland, New Zealand
dc.identifier.isbn978-1-927184-26-4
dc.identifier.urihttps://hdl.handle.net/10292/8077
dc.publisherACIS
dc.rights.accessrightsOpenAccess
dc.titleConsumer’s Persistence in Solving their own Problem with Self-Service Technologyen_NZ
dc.typeConference Contribution
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Proceedings of the 25th Australasian Conference on Information Systems, 8th - 10th December, Auckland, New Zealand