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Keywords: Self-service technologies
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Journal Articles
Customer experience from a self-service system perspective
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2014) 25 (5): 677–698.
Published: 14 October 2014
...Professor Andy Neely; Professor Irene C.L. Ng; Professor Rajkumar Roy; Maria Åkesson; Bo Edvardsson; Bård Tronvoll Purpose – A service system, including self-service technologies (SSTs), should facilitate actors’ value co-creation processes to enhance customer experiences. The purpose...
Journal Articles
Refinement of the technology readiness index scale: A replication and cross‐validation in the self‐service technology context
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2012) 23 (1): 34–53.
Published: 09 March 2012
... implementing self‐service technologies. Originality/value Replication and cross‐validation of new concepts play a valuable role in determining the scope and limit of empirical research findings; they allow researchers to demonstrate how broadly and in what circumstances such concepts can be used. While...
