Xue, Mei; Hitt, Lorin M.; Harker, Patrick T. - In: Manufacturing & Service Operations Management 9 (2007) 4, pp. 535-558
Innovations in technology and service design have increasingly enabled firms to incorporate self-service technology to augment or substitute for "traditional" employee-provided service channels. Although it is clear that self-service can reduce cost, less is known about how customers utilize...