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The impact of using kiosk on enterprise systems in service industry
Chen, Jengchung V.; Yen, David; Dunk, Kimberly; … - In: Enterprise information systems 9 (2015) 7/8, pp. 835-860
Persistent link: https://www.econbiz.de/10011389972
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Impact of self-service factors on customer value : how customer behavioral intentions are formed?
Su, Hsiang-Ting - In: International journal of management, economics and … 10 (2021) 1, pp. 32-48
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...
Persistent link: https://www.econbiz.de/10012493814
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Managing airport service quality : the impact of self-service technologies
Otieno, Protus Seda; Govender, Krishna - In: Investment management and financial innovations 13 (2016) 3, pp. 387-393
Persistent link: https://www.econbiz.de/10011667167
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How consumers respond to embarrassing service encounters : a dehumanization perspective
Sun, Yixia; Wang, Xuehua; Hoegg, JoAndrea; Dahl, Darren W. - In: Journal of marketing research 60 (2023) 4, pp. 646-664
Persistent link: https://www.econbiz.de/10014322141
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Influence of self-service technology (SST) servicequality dimensions as a second-order factor onperceived value and customer satisfaction in amobile banking application
Leon, Myra V. de; Atienza, Ringgold P.; Susilo, Daniel - In: Cogent business & management 7 (2020) 1, pp. 1-17
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...
Persistent link: https://www.econbiz.de/10012626622
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The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysi...
Li, Shimiao - In: International journal of services, economics and management 11 (2020) 1, pp. 48-70
Persistent link: https://www.econbiz.de/10012256814
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The impact of service quality in postal services: the mediating role of self-service technology
Salmi Mohd Isa; Shaian Kiumarsi - In: International journal of services and operations management 33 (2019) 3, pp. 395-419
Persistent link: https://www.econbiz.de/10012145308
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Self-service delight: Exploring the hedonic aspects of self-service
Collier, Joel E.; Barnes, Donald C. - In: Journal of Business Research 68 (2015) 5, pp. 986-993
, the current research evaluates how task uncertainty, servicescape, perceived control and perceived time pressure impact … efficiency and fun. The latter constructs are then linked directly to customer delight. Results indicate that in a hedonic … efficiency reign supreme. In a hedonic oriented self-service, efficiency may not be the only goal. In response to this question …
Persistent link: https://www.econbiz.de/10011209131
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A perceived reliability-based customer satisfaction model in self-service technology
Barua, Zapan; Aimin, Wang; Hongyi, Xu - In: The service industries journal 38 (2018) 7/8, pp. 446-466
Persistent link: https://www.econbiz.de/10011880828
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Analyzing customer satisfaction in self-service technology adopted in airports
Yau, Hon Keung; Tang, Ho Yi Horace - In: Journal of marketing analytics : JMA 6 (2018) 1, pp. 6-18
Persistent link: https://www.econbiz.de/10011888519