Developing a Smart Service System to Enrich Bike Riders’ Experience

Qiu, Robin G.; Badr, Youakim; Wang, Jianling; Li, Shan

doi:10.12783/dtcse/smce2017/12468

Cited by 6 publications

(1 citation statement)

References 5 publications

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“…As the global economy and business are in permanent change, it is likely that applications are integrated within and between organizations, and therefore it is expected that the architecture of services and applications can be combined into an integrated system -digital service systems (Gou, Li, Li and Zhao, 2008b). Nowadays, cities have been evolving as socio-technical and digital service systems, in which people are active actors are the core of all city constituents, where typically care whether their socio-psychological aspects and functional needs are met in a satisfactory manner (Qiu et al, 2017).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges

Reis¹,

Santos²,

Amorim³

et al. 2019

J. Rev. Global Econ.

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Digital service systems are changing the world as we know it, enabling companies to embrace new forms of relationship with their customers. The aim of this article is to propose a categorization of service failures in digital service systems and an illustration of recovery solutions based on life situations. Thus, this article used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources, such as semistructured interviews, customer complaints from an online database, and direct observation. The case revealed that digital service systems are not failure proof and service failures are inevitable. As a result, companies are struggling to consistently maintain high service standards across all channels and, for that purpose, have essentially invested on automated interactions. On the other hand, humanized recovery solutions are expected to enable organizations to make significant progress, including prevention and corrective actions, that will mitigate the perception of poor service delivery. While current studies tend to focus on what is going wrong in digital engagement, researchers have hitherto not investigated sufficiently this digital breakdown and the subsequent recovery solutions.

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Section: Theoretical Backgroundmentioning

confidence: 99%