Frontline employees׳ attitudes towards self-service technologies: Threats or opportunity for job performance?
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DOI: 10.1016/j.jretconser.2014.02.014
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- Zhu, Zhen & Nakata, Cheryl & Sivakumar, K. & Grewal, Dhruv, 2013. "Fix It or Leave It? Customer Recovery from Self-service Technology Failures," Journal of Retailing, Elsevier, vol. 89(1), pages 15-29.
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Cited by:
- Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
- Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
- Kang, David Yeonjun & Hur, Won-Moo & Shin, Yuhyung, 2023. "Smart technology and service employees’ job crafting: Relationship between STARA awareness, performance pressure, receiving and giving help, and job crafting," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Barney, Christian & Jones, Carol L. Esmark & Farmer, Adam, 2020. "Approacher be-wear? Increasing shopper approach intentions through employee apparel," Journal of Business Research, Elsevier, vol. 108(C), pages 401-416.
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Keywords
Retailing; Technology management; Job performance; Self-service technology (SST);All these keywords.
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