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Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies
Meuter, Matthew L.; Bitner, Mary Jo; Ostrom, Amy L.; … - In: Journal of marketing 69 (2005) 2, pp. 61-83
Persistent link: https://www.econbiz.de/10005922642
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Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
Meuter, Matthew L.; Ostrom, Amy L.; Roundtree, Robert I.; … - In: Journal of marketing 64 (2000) 3, pp. 50-64
Persistent link: https://www.econbiz.de/10005957433
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The influence of technology anxiety on consumer use and experiences with self-service technologies
Meuter, Matthew L.; Ostrom, Amy L.; Bitner, Mary Jo; … - In: Journal of business research : JBR 56 (2003) 11, pp. 899-906
Persistent link: https://www.econbiz.de/10006720217
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Implementing Successful Self-Service Technologies
Bitner, Mary Jo; Ostrom, Amy L.; Meuter, Matthew L. - In: The Executive : an Academy of Management Publication 16 (2002) 4, pp. 96
Persistent link: https://www.econbiz.de/10007034827
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The influence of technology anxiety on consumer use and experiences with self-service technologies
Meuter, Matthew L.; Ostrom, Amy L.; Bitner, Mary Jo; … - In: Journal of Business Research 56 (2003) 11, pp. 899-906
Persistent link: https://www.econbiz.de/10005465946
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Technology infusion in service encounters
Bitner, Mary Jo; Brown, Stephen W.; Meuter, Matthew L. - In: Operations management : a strategic approach, (pp. 178-192). 2005
Persistent link: https://www.econbiz.de/10003120166
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SPECIAL ISSUE ON "SERVING CUSTOMERS AND CONSUMERS EFFECTIVELY IN THE TWENTY-FIRST CENTURY: EMERGING ISSUES AND SOLUTIONS" - Technology Infusion in Service Encounters
Bitner, Mary Jo; Brown, Stephen W.; Meuter, Matthew L. - In: Journal of the Academy of Marketing Science 28 (2000) 1, pp. 138-149
Persistent link: https://www.econbiz.de/10006152480
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Moving forward and making a difference : research priorities for the science of service
Ostrom, Amy L.; Bitner, Mary Jo; Brown, Stephen Walter; … - In: Journal of service research : JSR 13 (2010) 1, pp. 4-36
Persistent link: https://www.econbiz.de/10003959014
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Frontline employee motivation to participate in service innovation implementation
Cadwallader, Susan; Jarvis, Cheryl Burke; Bitner, Mary Jo; … - In: Journal of the Academy of Marketing Science 38 (2010) 2, pp. 219-239
Persistent link: https://www.econbiz.de/10003980624
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Service blueprinting: a practical technique for service innovation
Bitner, Mary Jo; Ostrom, Amy L.; Morgan, Felicia N. - In: California management review 50 (2007/08) 3, pp. 66-94
Persistent link: https://www.econbiz.de/10003733784