Despite decades of research on self-service technology (SST), there are still only limited numbers of studies conducted in emerging markets (Ostrom et al., 2010). In order to help close this surprising gap in the literature, two studies were conducted in an emerging Eastern European country: an...

The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what...

Increasingly, academics have to demonstrate that their research has academic impact. Universities normally use journal rankings and journal impact factors to assess the research impact of individual academics. More recently, citation counts for individual articles and the <italic>h</italic>-index have also been...