Are self-service customers satisfied or stuck?

Production and Operations Management

Volumn 19, Issue 6, 2010, Pages 679-697

  Buell, Ryan W ^a   Campbell, Dennis ^a   Frei, Frances X ^a  

^a HARVARD BUSINESS SCHOOL   (United States)

Author keywords

customer retention; customer satisfaction; self service; service operations; switching costs

Indexed keywords

EID: 79952021349     PISSN: 10591478     EISSN: 19375956     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2010.01151.x     Document Type: Article

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