... to improve the operations of banking kiosks based on six aspects and increase TR levels of customers to boost customer satisfaction with banking kiosks. The study contributes to the literature on service quality and self-service technologies (SSTs) by offering critical insights into how banks can make...

... on a three-phase explorative case study of customers’ experiences of using self-service technologies at a furniture retailer. A total of 90 interviews were conducted. The importance of understanding is that not all customers are well-equipped for co-creating value through self-service. By engaging...

...Sakun Boon-itt Purpose – The purpose of this paper is to address, by integrating the self-service technology (SST) adoption and technology acceptance models, the service quality of self-service technologies (SQ-SSTs) by empirically testing a comprehensive model that capture the antecedents...