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Keywords: Service process
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2015) 26 (5): 726–750.
Published: 19 October 2015
... with the prevalence of self-service technologies (SSTs) (Meuter et al., 2005). Researchers (e.g. Chase, 1978 ; Lovelock and Young, 1979 ; Shostack, 1977) have acknowledged that many service processes do not take place without the customers (Fließ and Kleinaltenkamp, 2004); and for some service...
