Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

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

Interpersonal service quality, self-service technology (SST) service quality, and retail patronage

16 references·16 citing·36 second hopsampled

FromToDepth

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

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 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
2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
2000Technology Readiness Index (Tri)3,320 cited
2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,138 cited
1983Advances in Consumer Research2,879 cited
2002The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions2,256 cited
2002An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors1,895 cited
2005Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies1,740 cited
1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,628 cited
2000

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

A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study

1,407 cited

2003The influence of technology anxiety on consumer use and experiences with self-service technologies1,244 cited

1998A model of consumer perceptions and store loyalty intentions for a supermarket retailer880 cited

Cited by

2016The effect of self-checkout quality on customer satisfaction and repatronage in a retail context115 cited
2020E-service quality and e-retailers: Attribute-based multi-dimensional scaling97 cited
2016Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationship75 cited
2015Consumer-to-store employee and consumer-to-self-service technology (SST) interactions in a retail setting69 cited
2020Self-service technology in supermarkets – Do frontline staff still matter?62 cited
2016Constructive deviance as a driver for performance in retail62 cited
2021Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations46 cited
2019Determinants of self-service technology adoption and implementation in hotels: the case of China45 cited
2021Systematic review of digital value propositions in the retail sector: New approach for digital experience study44 cited
2022Understanding e-commerce customer behaviors to use drone delivery services: A privacy calculus view42 cited
2020The moderating role of demographic variables on customer expectations in airport retail patronage intentions of travellers38 cited
2018Why is self-service technology (SST) unpopular? Extending the IS success model36 cited
2016Identifying the determinants of online retail patronage: A perceived-risk perspective36 cited
2018Self-service technologies (SSTs) streamlining consumer experience in the fashion retail stores: The role of perceived interactivity34 cited
2022Contactless but loyal customers: The roles of anxiety and sociability in the hotel service context33 cited
2019How store managers can empower their teams to engage in constructive deviance: Theory development through a multiple case study33 cited