Self-Service Technology and the Service Encounter
Author
Abstract
Suggested Citation
DOI: 10.1080/02642060601038700
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- 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).
- 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.
- 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.
- 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).
- 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.
- Chanwoo Cho & Sungjoo Lee, 2014. "Strategic planning using service roadmaps," The Service Industries Journal, Taylor & Francis Journals, vol. 34(12), pages 999-1020, August.
- 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.
- 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.
- 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.
- 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.
Corrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:27:y:2007:i:1:p:75-89. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
We have no bibliographic references for this item. You can help adding them by using this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.