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Customers Can Do Better! A Case Study of Self-Service Technologies at the German Federal Employment Agency

Klier, Julia ; Klier, Mathias ; Müller, Anna-Luisa ; Rauch, Christian


Abstract

Self-service technologies have been gaining increasing importance in public and private organizations over recent years. One of the predominant responsibilities of the customers in the context of self-service is to enter their data on their own. Self-service for data entry can help organizations to further enhance the efficiency of their processes and to make customer experience smoother. ...

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