Self-service - an emerging concept in the information network

Abstract

Abstract This master thesis concerns self-service as an emerging concept in information networks. The focuses have been on available self- care services on the Internet, and on consideration of the self-care in the future. The study consists of an assessment of the web- based customer care self-service provided by a bank and a service provider. The focus of the assessment has been from a user™s perspective. In order to consider the future, different trends within the new technology have been noticed. This has been done by reading literature, and by interviewing five experts. The result of this paper is not the expected; the future has not been willing to reveal its content.