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Keywords: Technology-based self service
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Journal Articles
Mandatory use of technology-based self-service: does expertise help or hurt?
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Journal:
European Journal of Marketing
European Journal of Marketing (2015) 49 (1-2): 190–211.
Published: 09 February 2015
...Machiel J. Reinders; Ruud Frambach; Mirella Kleijnen Purpose – This study aims to investigate the effects of two types of expertise (self-service technology and service type) on the disconfirmation of customers’ expectations and the use-related outcomes of technology-based self-service (TBSS...
