van Tonder, Estelle; Saunders, Stephen G.; de Beer, Leon T. - In: International Journal of Quality & Reliability Management 37 (2020) 4, pp. 609-634
Purpose: In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could...