Abstract
In today’s business environment, self-service is becoming increasingly important. In order to promote their self-service activities, banks have created online-only products and airlines offer exclusive discounts for passengers booking online. Self-service technologies’ practical applications demonstrate this approach’s potential. For example, Amtrak introduced an IVR (Interactive Voice Response) system, allowing cost savings of $13m; likewise Royal Mail installed an IVR system leading to a reduction of its customer service costs by 25% (Economist 2004).
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Salomann, H., Kolbe, L., Brenner, W. (2006). Infusing Technology into Customer Relationships: Balancing High-Tech and High-Touch. In: Nilsson, A.G., Gustas, R., Wojtkowski, W., Wojtkowski, W.G., Wrycza, S., Zupančič, J. (eds) Advances in Information Systems Development. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-36402-5_49
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DOI: https://doi.org/10.1007/978-0-387-36402-5_49
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