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Journal Articles

An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness

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Zhongpeng Cao, Qian Xiao, Weiling Zhuang, Lina Wang
Journal: Journal of Services Marketing
Journal of Services Marketing (2022) 36 (2): 129–142.
https://doi.org/10.1108/JSM-07-2020-0271
Published: 28 July 2021
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Journal Articles

The impact of social visibility of VIP services on satisfaction

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Zhongpeng Cao
Journal: Journal of Services Marketing
Journal of Services Marketing (2021) 35 (5): 647–656.
https://doi.org/10.1108/JSM-08-2020-0340
Published: 22 March 2021
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