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Journal of Korean Library and Information Science Society

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Vol.42 No.3
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Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2011, v.42 no.3, pp.251-270
https://doi.org/10.16981/kliss.42.3.201109.251

(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, https://doi.org/10.16981/kliss.42.3.201109.251
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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, SST기반 서비스, 도서관 SST기반 서비스, 서비스 실패, 서비스회복, 서비스회복전략, 귀인이론, 서비스의 기술적 품질

Reference

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