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Keywords: Self-service technology (SST)
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Journal Articles
International Journal of Retail & Distribution Management (2023) 51 (9-10): 1195–1212.
Published: 06 October 2023
...Yen-Ting Helena Chiu; Dung Minh Nguyen; Katharina Maria Hofer Purpose The growth of self-service technologies (SST) in the retail sector has led to an increased prevalence of SST failures, and spurred academic debate on customer self-recovery of the failed services. This study sets out to explore...
Journal Articles
International Journal of Retail & Distribution Management (2015) 43 (8): 676–692.
Published: 10 August 2015
...Hyun-Joo Lee Purpose – The purpose of this paper is to understand the underlying mechanism of how consumer-to-store employee and consumer-to-self-service technology (SST) interaction qualities contribute to consumer retail patronage. Design/methodology/approach – A total of 300 surveys...
