Self-Service Technology and the Service Encounter
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DOI: 10.1080/02642060601038700
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Cited by:
- Chanwoo Cho & Sungjoo Lee, 2014. "Strategic planning using service roadmaps," The Service Industries Journal, Taylor & Francis Journals, vol. 34(12), pages 999-1020, August.
- Guan, Xinhua & Xie, Lishan & Shen, Wen-Guo & Huan, Tzung-Cheng, 2021. "Are you a tech-savvy person? Exploring factors influencing customers using self-service technology," Technology in Society, Elsevier, vol. 65(C).
- Sands, Sean & Harper, Elly & Ferraro, Carla, 2011. "Customer-to-noncustomer interactions: Extending the ‘social’ dimension of the store environment," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 438-447.
- Hira Cho & Susan Fiorito, 2010. "Self-Service Technology in Retailing. The Case of Retail Kiosks," Symphonya. Emerging Issues in Management, Niccolò Cusano University, issue 1 Marketi.
- Michela C. Mason & Francesco Massara & Francesco Raggiotto, 2022. "An analysis of the relationships between human, technological and physical factors in the retail banking sector," Italian Journal of Marketing, Springer, vol. 2022(2), pages 249-266, June.
- Hon Keung Yau & Ho Yi Horace Tang, 2018. "Analyzing customer satisfaction in self-service technology adopted in airports," Journal of Marketing Analytics, Palgrave Macmillan, vol. 6(1), pages 6-18, March.
- Teresa Fernandes & Rui Pedroso, 2017. "The effect of self-checkout quality on customer satisfaction and repatronage in a retail context," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 69-92, March.
- Wei-Feng Tung & Soe-Tsyr Yuan & Yen-Cheng Wu & Patrick Hung, 2014. "Collaborative service system design for music content creation," Information Systems Frontiers, Springer, vol. 16(2), pages 291-302, April.
- Sidney Anderson & Linda Nasr & Steven W. Rayburn, 2018. "Transformative service research and service design: synergistic effects in healthcare," The Service Industries Journal, Taylor & Francis Journals, vol. 38(1-2), pages 99-113, January.
- Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo, 2021. "Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 667-694, December.
- Min Qin & Wei Zhu & Shiyue Zhao & Yu Zhao, 2022. "Is Artificial Intelligence Better than Manpower? The Effects of Different Types of Online Customer Services on Customer Purchase Intentions," Sustainability, MDPI, vol. 14(7), pages 1-18, March.
- Gabriela Bantau & Steven W. Rayburn, 2016. "Advanced information technology: transforming service innovation and design," The Service Industries Journal, Taylor & Francis Journals, vol. 36(13-14), pages 699-720, October.
- Li, Chia-Ying & Zhang, Jin-Ting, 2023. "Chatbots or me? Consumers’ switching between human agents and conversational agents," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
- Hossain Md Shamim & Zhou Xiaoyan & Rahman Mst Farjana, 2019. "Customer satisfaction under heterogeneous services of different self-service technologies," Management & Marketing, Sciendo, vol. 14(1), pages 90-107, March.
- Gounaris, Spiros & Koritos, Christos & Vassilikopoulou, Katerina, 2010. "Person-place congruency in the Internet Banking context," Journal of Business Research, Elsevier, vol. 63(9-10), pages 943-949, September.
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