Gender differences in consumer evaluations of service quality: self-service kiosks in retail

This study investigates the effect of consumer characteristics on service quality for self-service kiosks, which, in turn, leads to the actual use of self-service kiosks. In addition, the authors attempt to explore gender differences in two aspects. First, it is investigated if the evaluation process of service quality differs by gender. Second, the moderating effect of gender on the relationships in the conceptual model is examined.

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Year of publication:	2013
Authors:	Lee, Hyun-Joo ; Fairhurst, Ann ; Cho, Hyeon Jeong
Published in:	The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 33.2013, 2, p. 248-265
Publisher:	Taylor & Francis Journals

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Extent:	text/html
Type of publication:	Article
Source:	RePEc - Research Papers in Economics

Persistent link: https://www.econbiz.de/10010679957