References

• 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
• 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
• 2000Technology Infusion in Service Encounters1,551 cited
• 2005The impact of information technology on supply chain capabilities and firm performance: A resource-based view941 cited
• 1992Organizational alignment as competitive advantage872 cited
• 2005Technology readiness and the evaluation and adoption of self-service technologies507 cited
• 2002Implementing successful self-service technologies499 cited
• 2007Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting409 cited
• 1997A Model of Retail Formats Based on Consumers' Economizing on Shopping Time336 cited
• 2003Understanding consumer motivation and behavior related to self‐scanning in retailing321 cited
• 2004The impact of information technology deployment on trust, commitment and value creation in business relationships274 cited
• 2000The Performance Impacts of Quick Response and Strategic Alignment in Specialty Retailing254 cited
• 2006Relationship marketing: the influence of consumer involvement on perceived service benefits252 cited
• 2007Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology