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Self-service — but is it good to talk?
16 references·0 citing·50 second hop
Self-service — but is it good to talk? (2006)Self-service — but is it good to talk?Consumer patronage and risk perceptions in Internet shopping (2003)Consumer patronage and risk p…Economic Action and Social Structure: The Problem of Embeddedness (2002)Economic Action and Social St…Building Great Customer Experiences (2002)Building Great Customer Exper…Technology Infusion in Service Encounters (2000)Technology Infusion in Servic…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value (1999)The Service Profit Chain: How…Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness (1997)Social Structure and Competit…Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes (1994)Incorporating Choice into an …Does Information Technology Lead to Smaller Firms? (1994)Does Information Technology L…Loyalty-based management. (1993)Loyalty-based management.Personal Computing: Toward a Conceptual Model of Utilization1 (1991)Personal Computing: Toward a …User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)User Acceptance of Computer T…Electronic markets and electronic hierarchies (1987)Electronic markets and electr…Self-service consumer: An exploratory study. (1985)Self-service consumer: An exp…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…Economic Action and Social Structure: The Problem of Embeddedness (1985)Economic Action and Social St…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Process Model of Internal Corporate Venturing in the Diversified Major Firm (1983)Understanding Information Technology Usage: A Test of Competing Models (1995)Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion into the Technology Acceptance Model (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)The Social Psychology of Organizations. (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)rwg: An assessment of within-group interrater agreement. (1993)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)Enhancing the Effectiveness of Work Groups and Teams (2006)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)The Evolution of Cooperation (1981)The Relational View: Cooperative Strategy and Sources of Interorganizational Competitive Advantage (1998)The Search-Transfer Problem: The Role of Weak Ties in Sharing Knowledge across Organization Subunits (1999)Social Capital: Prospects for a New Concept (2002)Markets and Hierarchies (1975)Transaction-Cost Economics: The Governance of Contractual Relations (1979)Research in Organizational Behavior (1984)Social Capital in the Creation of Human Capital (2000)The New Institutional Economics: Taking Stock, Looking Ahead (2000)Understanding Attitudes and Predicting Social Behavior (1980)Self-efficacy mechanism in human agency. (1982)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)The Nature of the Firm (1937)The Economics of Organization: The Transaction Cost Approach (1981)How information gives you competitive advantage (1985)Studying Information Technology in Organizations: Research Approaches and Assumptions (1991)The interdisciplinary study of coordination (1994)Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations (2000)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Technology Readiness Index (Tri) (2000)The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda (2000)Understanding Service Convenience (2002)Satisfaction: a behavioral perspective on the consumer (2010)A Test of Services Marketing Theory: Consumer Information Acquisition Activities (1991)Consumer perceived risk: conceptualisations and models (1999)The role of perceived risk in the quality-value relationship: A study in a retail environment (1999)Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services (2010)Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics (2010)Forty-five years of Journal of Business Research: A bibliometric analysis (2019)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)An Integrative Model Of Organizational Trust (1995)Bowling Alone: America's Declining Social Capital (1995)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)
this work references cited by second hop

References

  • 1985Economic Action and Social Structure: The Problem of Embeddedness28,713 cited
  • 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models25,696 cited
  • 1997Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness9,690 cited
  • 2002Economic Action and Social Structure: The Problem of Embeddedness5,721 cited
  • 1991Personal Computing: Toward a Conceptual Model of Utilization13,814 cited
  • 1987Electronic markets and electronic hierarchies3,003 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 2000Technology Infusion in Service Encounters1,551 cited
  • 2003Consumer patronage and risk perceptions in Internet shopping1,412 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
  • 1993Loyalty-based management.1,317 cited
  • 1999The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value1,171 cited
  • 1994Does Information Technology Lead to Smaller Firms?683 cited
  • 2002Building Great Customer Experiences568 cited
  • 1994Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes

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452 cited
  • 1985Self-service consumer: An exploratory study.413 cited
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