@article{ART001591028},
author={이성신},
title={Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory},
journal={Journal of Korean Library and Information Science Society},
issn={2466-2542},
year={2011},
volume={42},
number={3},
pages={251-270},
doi={10.16981/kliss.42.3.201109.251}
TY - JOUR
AU - 이성신
TI - Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory
JO - Journal of Korean Library and Information Science Society
PY - 2011
VL - 42
IS - 3
PB - Korean Library And Information Science Society
SP - 251
EP - 270
SN - 2466-2542
AB - 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.
KW - SST-Based Service;Library SST-Based Service;Service Failure;Service Recovery;Service Recovery Strategy;Attribution Theory;Technical Service Quality
DO - 10.16981/kliss.42.3.201109.251
ER -
이성신. (2011). Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory. Journal of Korean Library and Information Science Society, 42(3), 251-270.
이성신. 2011, "Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory", Journal of Korean Library and Information Science Society, vol.42, no.3 pp.251-270. Available from: doi:10.16981/kliss.42.3.201109.251
이성신 "Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory" Journal of Korean Library and Information Science Society 42.3 pp.251-270 (2011) : 251.
이성신. Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory. 2011; 42(3), 251-270. Available from: doi:10.16981/kliss.42.3.201109.251
이성신. "Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory" Journal of Korean Library and Information Science Society 42, no.3 (2011) : 251-270.doi: 10.16981/kliss.42.3.201109.251
이성신. Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory. Journal of Korean Library and Information Science Society, 42(3), 251-270. doi: 10.16981/kliss.42.3.201109.251
이성신. Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory. Journal of Korean Library and Information Science Society. 2011; 42(3) 251-270. doi: 10.16981/kliss.42.3.201109.251
이성신. Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory. 2011; 42(3), 251-270. Available from: doi:10.16981/kliss.42.3.201109.251
이성신. "Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory" Journal of Korean Library and Information Science Society 42, no.3 (2011) : 251-270.doi: 10.16981/kliss.42.3.201109.251
