Web-Based Customer Self Service: Justifying And Planning Applications
Abstract
Leading companies use the World Wide Web to gain powerful competitive advantages in sales, support, marketing, customer service, and product delivery. Strategic use of the Web enhances communication and enables companies to attract new customers, decrease costs, and increase longterm customer loyalty. Yet the Wall Street Journal reported in late 1997 that 80 percent of the Fortune 500 sites it contacted via the Internet requesting product information or service failed to respond.
Fields of Study & Subjects
Customer Service Quality and Loyalty
Technology Adoption and User Behaviour
Service and Product Innovation
Publication details
- Journal / source
- Auerbach Publications eBooks
- Pages
- 183–192
- Publication date
- 6 January 2026
- Language
- EN
- Document type
- Book chapter