Consequences of forcing consumers to use technology-based self-service

Journal of Service Research

Volumn 11, Issue 2, 2008, Pages 107-123

  Reinders, Machiel J ^a   Dabholkar, Pratibha A ^b   Frambach, Ruud T ^a  

^a VU UNIVERSITY AMSTERDAM   (Netherlands)

^b UNIVERSITY OF TENNESSEE   (United States)

Author keywords

Decisional control; Experience with TBSS; Forced use of self service; Interaction with employees; Perceived freedom of choice; Technology based self service (TBSS)

Indexed keywords

EID: 54049091134     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670508324297     Document Type: Article

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