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Choosing self-service technologies or interpersonal services—The impact of situational factors and technology-related attitudes

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References

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2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 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
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2003The influence of technology anxiety on consumer use and experiences with self-service technologies1,244 cited
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2007Integrating technology readiness into technology acceptance: The TRAM model860 cited
2005Technology readiness and the evaluation and adoption of self-service technologies

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507 cited

2002Implementing successful self-service technologies499 cited

2000Perceived Retail Crowding and Shopping Satisfaction: What Modifies This Relationship?498 cited

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2014Developing a framework to improve virtual shopping in digital malls with intelligent self-service systems149 cited
2012Interpersonal service quality, self-service technology (SST) service quality, and retail patronage126 cited
2013The perspective of a revised TRAM on social capital building: The case of Facebook usage125 cited
2016Customers’ Intention and Adoption of Telebanking in Jordan125 cited
2014Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality124 cited
2020Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness124 cited
2015Satisfaction and continuous use intention of e-learning service in Brazilian public organizations115 cited
2021Technology readiness and technology paradox of unmanned convenience store users107 cited
2016Personal values as determinants of intentions to use self-service technology in retailing95 cited
2014Customer experience from a self-service system perspective91 cited
2016Customer Roles in Self-Service Technology Encounters in a Tourism Context88 cited
2019Digital or human touchpoints? Insights from consumer-facing in-store services86 cited
2019The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model76 cited
2021Are you a tech-savvy person? Exploring factors influencing customers using self-service technology74 cited
2013Check-in services and passenger behaviour: Self service technologies in airport systems74 cited
2017Personality determinants of need for interaction with a retail employee and its impact on self-service technology (SST) usage intentions72 cited