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Self-Service Technology and the Service Encounter

Beatson, Amanda; Lee, Nick; Coote, Leonard V. - In: The Service Industries Journal 27 (2007) 1, pp. 75-89

Self-service technology is affecting the service encounter. The potential reduction in personal contact through self-service technology may affect assessments of consumer satisfaction and commitment, making it necessary to investigate self-service technology usage, particularly the long-term...

Persistent link: https://www.econbiz.de/10010621276