Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...

The largest private bank in Indonesia mostly establishes the digitalization trend. Its latest digital product is a self-service technology called Customer Service Digital. It is a self-service kiosk machine projected to replace conventional customer service. Given that investments in these...

"Spillover" learning is defined as customers' learning about the quality of a service (or product) from their previous experiences with similar yet not identical services. In this paper, we propose a novel, parsimonious and general Bayesian hierarchical learning framework for estimating...

Sogenannte Self-Service-Technologien (SST), wie Bankautomaten, automatischer Self-Checkout in Hotels, Telefonbanking und Dienstleistungen, die der Kunde über das Internet bezieht (z.B. Onlinebanking) werden in den letzten Jahren zunehmend von Unternehmen genutzt, um den kostenintensiven,...

Banks offer technology-based self-service banking such as mobile banking applications to keep up with technological advancement. The usage of this application requires quality service delivery. However, there is a dearth of literature on post-adoption and service quality assessment of mobile...

Die Arbeit wurde mit dem Rudolf Sallinger Preis und dem Preis der Dr. Maria Schaumayer-Stiftung ausgezeichnet. Die am Institut für Handel & Marketing der Wirtschaftsuniversität Wien verfasste Arbeit beschäftigt sich mit dem bisher in der Handelswissenschaft vernachlässigten Betriebstyp...