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Technology-based self-service and its impact on service firm performance : a resource-based perspective
Wang, Jinhui - 2007
Persistent link: https://www.econbiz.de/10003665881
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To automate or not to automate? : a contingency approach to service automation
Hottat, Eline; Leroi-Werelds, Sara; Streukens, Sandra - In: Journal of service management 34 (2023) 4, pp. 696-724
Persistent link: https://www.econbiz.de/10014338200
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Impact of technology-based self-service on employees, customers, and sales in the Korean services market
Lee, Yeonhee; Kim, Sooyoung; Yoo, Jinsook - In: Journal of business market management : jbm 3 (2009) 3, pp. 171-183
Persistent link: https://www.econbiz.de/10003893694
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To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya; Mohanty, Smaraki; Jiao, Jinfeng; Fan, Xiucheng - In: Journal of retailing and consumer services 59 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
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DESERV IT : a method for devolving service tasks in IT services
Baer, Florian; Sandkuhl, Kurt; Leyer, Michael; Lantow, … - In: Business & information systems engineering 63 (2021) 4, pp. 419-439
Persistent link: https://www.econbiz.de/10012599819
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At your service on the table : impact of tabletop technology on restaurant performance
Tan, Tom Fangyun; Netessine, Serguei - In: Management science : journal of the Institute for … 66 (2019) 10, pp. 4496-4515
Persistent link: https://www.econbiz.de/10012305257
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Viewpoint: internet revolution lessons applied to post-pandemic service delivery (a North American perspective)
Meuter, Matthew L. - In: The journal of services marketing 36 (2022) 4, pp. 476-481
Persistent link: https://www.econbiz.de/10013407542
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Ghosts in the machine : how marketing and human capital investments enhance customer growth when innovative services leverage self-service technologies
Saldanha, Terence J. V.; Kathuria, Abhishek; Khuntia, Jiban - In: Information systems research : ISR 33 (2022) 1, pp. 76-109
Persistent link: https://www.econbiz.de/10013188305
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Die Zukunft der Dienstleistungsökonomie : Momentaufnahme und Perspektiven
Stampfl, Nora S. - 2011
Zum Wandel von Dienstleistungen -- Unternehmensbezogene Dienstleistungen: Motor für Wachstum und Impulsgeber für die Industrie -- Produktbezogene Dienstleistungen: Vom Pflichtprogramm zur Kür -- ndustrialisierung der Servicewelt: Dienstleistungen am laufenden Band-. Personenbezogene...
Persistent link: https://www.econbiz.de/10014015428
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Service robots and their implications for service delivery
Wirtz, Jochen; Kunz, Werner H.; Paluch, Stefanie; … - In: A Research Agenda for Service Marketing, (pp. 23-43). 2024
Persistent link: https://www.econbiz.de/10014517864