The role of service agent, service quality, and user satisfaction in self-service technology

Aihua Yan; Stan Solomon; Dinesh Mirchandani; Mary Lacity; Jaana Porra

The role of service agent, service quality, and user satisfaction in self-service technology

Aihua Yan, Stan Solomon, Dinesh Mirchandani, Mary Lacity, Jaana Porra

Information Systems and Technology, Department of

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Original language	English
Title of host publication	International Conference on Information Systems (ICIS 2013)
Subtitle of host publication	Reshaping Society Through Information Systems Design
Pages	4159-4179
Number of pages	21
State	Published - 2013
Event	International Conference on Information Systems, ICIS 2013 - Milan, Italy Duration: Dec 15 2013 → Dec 18 2013

Publication series

Name	International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design
Volume	5

Conference

Conference	International Conference on Information Systems, ICIS 2013
Country/Territory	Italy
City	Milan
Period	12/15/13 → 12/18/13

ASJC Scopus Subject Areas

Computer Science Applications
Statistics, Probability and Uncertainty
Applied Mathematics
Library and Information Sciences

Keywords

Consumer satisfaction
Experimental design
Self-service technology
Service agent
Service quality
System design

Cite this

Yan, A., Solomon, S., Mirchandani, D., Lacity, M., & Porra, J. (2013). The role of service agent, service quality, and user satisfaction in self-service technology. In International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design (pp. 4159-4179). (International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design; Vol. 5).

The role of service agent, service quality, and user satisfaction in self-service technology. / Yan, Aihua; Solomon, Stan; Mirchandani, Dinesh et al.
International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design. 2013. p. 4159-4179 (International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design; Vol. 5).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Yan, A, Solomon, S, Mirchandani, D, Lacity, M & Porra, J 2013, The role of service agent, service quality, and user satisfaction in self-service technology. in International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design. International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design, vol. 5, pp. 4159-4179, International Conference on Information Systems, ICIS 2013, Milan, Italy, 12/15/13.

Yan A, Solomon S, Mirchandani D, Lacity M, Porra J. The role of service agent, service quality, and user satisfaction in self-service technology. In International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design. 2013. p. 4159-4179. (International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design).

Yan, Aihua ; Solomon, Stan ; Mirchandani, Dinesh et al. / The role of service agent, service quality, and user satisfaction in self-service technology. International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design. 2013. pp. 4159-4179 (International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design).

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author = "Aihua Yan and Stan Solomon and Dinesh Mirchandani and Mary Lacity and Jaana Porra",

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The role of service agent, service quality, and user satisfaction in self-service technology

Publication series

Conference

ASJC Scopus Subject Areas

Keywords

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Cite this