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Keywords: Self‐service technology (SST)
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2012) 23 (1): 54–78.
Published: 09 March 2012
...Cheng Wang; Jennifer Harris; Paul G. Patterson Purpose The purpose of this paper is to explore situational influences on customers' actual choice between self‐service and personal service and to examine the impact of past experiences on self‐service technology (SST) attitudes and behavior...
