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Self-service Revisited:
12 references·0 citing·40 second hop
Self-service Revisited: (2007)Self-service Revisited:Principles of Scientific Management, The (2015)Principles of Scientific Mana…Knowledge-worker productivity: the biggest challenge (2006)Knowledge-worker productivity…The impact of information technology on customer and supplier relationships in the financial services (2002)The impact of information tec…PROMET BECS - A Project Method for Business Engineering Case Studies (2002)PROMET BECS - A Project Metho…Implementing successful self-service technologies (2002)Implementing successful self-…The Potential Hazard of Self-Service in Developing Customer Loyalty (2001)The Potential Hazard of Self-…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Customer-Employee Rapport in Service Relationships (2000)Customer-Employee Rapport in …Knowledge-Worker Productivity: The Biggest Challenge (1999)Knowledge-Worker Productivity…Value creation by company‐consumer interaction (1996)Value creation by company‐con…Case Study Research: Design and Methods (1984)Case Study Research: Design a…The Principles of Scientific Management. (1912)The Principles of Scientific …A Theory of the Allocation of Time (1965)The fifth discipline, the art and practice of the learning organization (1991)Organizational Learning: A Theory of Action Perspective (1997)The Customer Centric Enterprise (2003)Marketing as promise management: regaining customer management for marketing (2009)Exploring social media adoption in small to medium-sized enterprises in Ireland (2013)The Strength of Weak Ties (1973)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay (2003)A comparison of Magal's service quality instrument with SERVPERF (2006)Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking (2007)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Zero defections: quality comes to services. (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Satisfaction: a behavioral perspective on the consumer (2010)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Naturalistic inquiry (1985)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Relationship quality as a predictor of B2B customer loyalty (2006)Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)The Work Design Questionnaire (WDQ): Developing and validating a comprehensive measure for assessing job design and the nature of work. (2006)Identification in Organizations: An Examination of Four Fundamental Questions (2008)TOWARD A THEORY OF PARADOX: A DYNAMIC EQUILIBRIUM MODEL OF ORGANIZING. (2011)An analysis of the e‐service literature: towards a research agenda (2006)Service Quality in Multichannel Services Employing Virtual Channels (2006)Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market (2013)Knowledge‐enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1] (2003)Relational Archetypes, Organizational Learning, and Value Creation: Extending the Human Resource Architecture (2007)Translating the impact of knowledge management processes into knowledge-based innovation: The neglected and mediating role of knowledge-worker productivity (2017)Toward a theory of task motivation and incentives (1968)Algorithms at Work: The New Contested Terrain of Control (2019)Different knowledge, different benefits: toward a productivity perspective on knowledge sharing in organizations (2007)Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy (2023)
this work references cited by second hop

References

  • 1984Case Study Research: Design and Methods81,948 cited
  • 1912The Principles of Scientific Management.5,254 cited
  • 2015Principles of Scientific Management, The5,038 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 2000Customer-Employee Rapport in Service Relationships1,150 cited
  • 1999Knowledge-Worker Productivity: The Biggest Challenge1,115 cited
  • 2006Knowledge-worker productivity: the biggest challenge1,094 cited
  • 2002Implementing successful self-service technologies499 cited
  • 1996Value creation by company‐consumer interaction248 cited
  • 2001The Potential Hazard of Self-Service in Developing Customer Loyalty166 cited
  • 2002The impact of information technology on customer and supplier relationships in the financial services86 cited
  • 2002PROMET BECS - A Project Method for Business Engineering Case Studies18 cited

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