Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Consumer-to-store employee and consumer-to-self-service technology (SST) interactions in a retail setting

16 references·16 citing·45 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
1996The Behavioral Consequences of Service Quality11,994 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
2005Principles and practice of structural equation modeling, 2nd ed.6,095 cited
1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
2006Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis2,596 cited
2002The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions2,256 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
2006Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis1,996 cited
1996A measure of service quality for retail stores: Scale development and validation1,921 cited
2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
1994

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Critical Service Encounters: The Employee's Viewpoint

1,821 cited

2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited

2002Technology and the Customer Interface: What Consumers Want in the Physical and Virtual Store942 cited

Cited by

2020Self-service technology in supermarkets – Do frontline staff still matter?62 cited
2022Effects of the in-store crowd and employee perceptions on intentions to revisit and word-of-mouth via transactional satisfaction: A SOR approach55 cited
2019The impact of entertainment and social interaction with salespeople on mall shopper satisfaction53 cited
2023Engaging the customer with augmented reality and employee services to enhance equity and loyalty49 cited
2022Understanding the implementation of retail self-service check-out technologies using necessary condition analysis46 cited
2022Exploring the Influence of Determinants on Behavior Intention to Use of Multiple Media Kiosks Through Technology Readiness and Acceptance Model44 cited
2018Customer value in self-service kiosks: a systematic literature review44 cited
2020Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector38 cited
2018Why is self-service technology (SST) unpopular? Extending the IS success model36 cited
2018Amazon's approach to consumers’ usage of the Dash button and its effect on purchase decision involvement in the U.S. market35 cited
2021Tracking technology diffusion in-store: a fashion retail perspective33 cited
2024Smart technologies for retailing: who, what, where and why30 cited
2018Towards more interactive and sustainable food retailing28 cited
2020The Effects of Consumers’ In-Store Technology Experience on Perceived Interactivity, Retail Brand Commitment, and Revisit Intention in a Korean Beauty Store23 cited
2019Brick-and-mortar retailers: Becoming smarter with innovative technologies23 cited
2024Determinants of customer buying behaviour in omnichannel retailing: a systematic literature review and future research directions22 cited