An empirical analysis of self-service technologies : mediating role ofcustomer powerlessness
Year of publication: |
2022
|
---|---|
Authors: | Cao, Zhongpeng ; Xiao, Qian ; Zhuang, Weiling ; Wang, Lina |
Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 36.2022, 2, p. 129-142
|
Subject: | Customer experience | Customer participation | Powerlessness | Self-service technologies (SSTs) | Self-service technology | SST anthropomorphism | SST familiarity | Konsumentenverhalten | Consumer behaviour | Selbstbedienung | Self-service | Dienstleistungsqualität | Service quality |
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