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Technology-Based Self-Service: From Customer Productivity Toward Customer Value
16 references·0 citing·36 second hop
Technology-Based Self-Service: From Customer Productivity Toward Customer Value (2005)Technology-Based Self-Service: From Custo…Marketing management: analysis. planning. implementation and control (2000)Marketing management: analysi…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Basics of qualitative researc…Customer value: The next source for competitive advantage (1997)Customer value: The next sour…The theory of planned behavior (1991)The theory of planned behaviorDelivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Managed Heart: Commercialization of Human Feeling (1984)The Managed Heart: Commercial…Mail and Telephone Surveys: The Total Design Method. (1982)Mail and Telephone Surveys: T…Understanding Attitudes and Predicting Social Behavior (1980)Understanding Attitudes and P…Emotion Work, Feeling Rules, and Social Structure (1979)Emotion Work, Feeling Rules, …A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Compliance, identification, and internalization three processes of attitude change (1958)Compliance, identification, a…Researching Lived Experience: Human Science for an Action Sensitive Pedagogy (1990)Narrative Inquiry: Experience and Story in Qualitative Research (1999)Using thematic analysis in psychology (2006)Document Analysis as a Qualitative Research Method (2009)Seeking Qualitative Rigor in Inductive Research (2012)Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy mechanism in human agency. (1982)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Coefficient Alpha and the Internal Structure of Tests (1951)The critical incident technique. (1954)Handbook of Industrial and Organizational Psychology. (1977)The Effect of a Market Orientation on Business Profitability (1990)\nThe use of partial least squares path modeling in international marketing (2009)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)A Theory of the Allocation of Time (1965)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Advances in Consumer Research (2025)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Self-efficacy: Toward a unifying theory of behavioral change. (1977)From Intentions to Actions: A Theory of Planned Behavior (1985)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Relationship of Childhood Abuse and Household Dysfunction to Many of the Leading Causes of Death in Adults (1998)Emotional Intelligence (1990)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)The Job Demands‐Resources model: state of the art (2007)
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References

  • 1991The theory of planned behavior105,156 cited
  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology75,250 cited
  • 1998Basics of qualitative research : techniques and procedures for developing grounded theory38,630 cited
  • 1980Understanding Attitudes and Predicting Social Behavior25,805 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence19,034 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,591 cited
  • 1984The Managed Heart: Commercialization of Human Feeling8,747 cited
  • 1982Mail and Telephone Surveys: The Total Design Method.6,859 cited
  • 2000Marketing management: analysis. planning. implementation and control6,649 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,528 cited
  • 1979Emotion Work, Feeling Rules, and Social Structure6,005 cited
  • 1997Customer value: The next source for competitive advantage4,739 cited

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1958
Compliance, identification, and internalization three processes of attitude change
4,131 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
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