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Keywords: Self-service
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Journal Articles
International Journal of Quality & Reliability Management (2020) 37 (4): 609–634.
Published: 28 February 2020
...Estelle van Tonder; Stephen G. Saunders; Leon T. de Beer Purpose In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer...
