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Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory  

Lee, Seong-Sin (경북대학교 문헌정보학과)
Publication Information
Journal of Korean Library and Information Science Society / v.42, no.3, 2011 , pp. 251-270 More about this Journal
Abstract
The purpose of this study was to make a general overview of SST-Based(Self-Service Technology Based) services and understand SST-Based service failure by users and service recovery strategy based on attribution theory. To achieve these purposes, the study reviewed literature related to the unique characteristics of SST-Based service and user studies of SST-Based service. As a result, it was found that there are no significant differences between general SST-Based service and library SST-Based service. In addition, this study suggested appropriate service recovery strategies of service failure by users through the understanding of attribution theory. The finding was that the most important SST-Based service recovery strategy is to improve technical service quality of the services.
Keywords
SST-Based Service; Library SST-Based Service; Service Failure; Service Recovery; Service Recovery Strategy; Attribution Theory; Technical Service Quality;
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Times Cited By KSCI : 2  (Citation Analysis)
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