Reinders, Machiel J.; Frambach, Ruud; Kleijnen, Mirella - In: European Journal of Marketing 49 (2015) 1/2, pp. 190-211
Purpose – This study aims to investigate the effects of two types of expertise (self-service technology and service type) on the disconfirmation of customers’ expectations and the use-related outcomes of technology-based self-service (TBSS). Design/methodology/approach – This empirical...