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Keywords: ECM‐IT
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Journal Articles
Managing Service Quality: An International Journal (2012) 22 (2): 128–144.
Published: 16 March 2012
... the essence of the ECM‐IT model and two important incentives in self‐service (i.e. perceived control and convenience) in order to provide a theoretical explanation for consumer satisfaction in the self‐service context. This not only extends the ECM‐IT model, but also remedies previous self‐service literature...
