Work

Exploring quality aspects of customer self-service in IT service provision: A case study

Year: 2025

Type: article

Abstract: Customer self-service (CSS) plays a critical role in IT service provider organizations’ service business. Self-service can remarkably reduce the volume of IT support tickets, such as service requests and incidents, and provides customers and service users with 24/7 availability to access IT services. Self-service channels can also be used to offer solutions to service-related problems and answers to common issues. Modern customer self-service is implemented in practice by aggregating various self-service technologies and service management practices together. While technologies evolve, this also affects the concept of quality in the context of customer self-service. The purpose of the research is to explore quality aspects related to modern IT customer support, especially a customer self-service portal (SSP). The research problem of the study is: How quality of customer self-service can be improved in the context of IT service provision? This paper presents a unique case study addressing the quality of modern self-service technologies. The cross-case synthesis from four IT self-service portal deployment cases was used to derive a novel multi-dimensional self-service quality model with three dimensions: technology, management and organization.

Source: Journal of Systems and Software

DOI: 10.1016/j.jss.2025.112725

Authors: Marko Jäntti, Henri Lindström

Institution: University of Eastern Finland

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

Estimated APC paid: $3,820

Funder: European Social Fund