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An Exploratory Study on Consumer Perceptions of Service Quality in Technology-Based Self-Service
16 references·8 citing·38 second hop
An Exploratory Study on Consumer Perceptions of Service Quality in Technology-Based Self-Service (2006)An Exploratory Study on Consumer Percepti…Technology Readiness Index (Tri) (2000)Technology Readiness Index (T…Marketing management: analysis. planning. implementation and control (2000)Marketing management: analysi…Atmospheric Effects on Shopping Behavior (2000)Atmospheric Effects on Shoppi…A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study (2000)A comprehensive framework for…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Consumer evaluations of new t…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Delivering Quality Service (1990)Delivering Quality ServiceSERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…Technology‐Enabled Consumer Shopping Behavior: A Literature Review Applying SPAR ‐4‐ SLR and TCCM Framework (2026)Technology‐Enabled Consumer S…Technological Evolution in Grocery Retail: A Systematic Literature Review (2021)Technological Evolution in Gr…Consumers Attitudes towards Self-Checkout Systems in FCMG Retail in Croatia (2020)Consumers Attitudes towards S…From an information consumer to an information author: a new approach to business intelligence (2018)From an information consumer …Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality (2014)Why do customers use self-ser…Customers’ zone of tolerance for retail stores (2011)Customers’ zone of tolerance …A paradigm for examining second-order factor models employing structural equation modeling (2009)A paradigm for examining seco…Technology-Based Self-Service: From Customer Productivity Toward Customer Value (2005)Technology-Based Self-Service…The American Psychological Association (1919)An approach to environmental psychology (1974)Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆11☆This article is based upon the first author’s doctoral dissertation completed while at Georgia Institute of Technology. (2001)Hedonic and utilitarian motivations for online retail shopping behavior (2001)Why Ethical Consumers Don’t Walk Their Talk: Towards a Framework for Understanding the Gap Between the Ethical Purchase Intentions and Actual Buying Behaviour of Ethically Minded Consumers (2010)Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Advances in Consumer Research (2025)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Understanding Customer Experience Throughout the Customer Journey (2016)Coefficient Alpha and the Internal Structure of Tests (1951)On the Evaluation of Structural Equation Models (1988)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)E-S-QUAL (2004)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)The critical incident technique. (1954)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Critical Incident Technique (2007)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Classifying Services to Gain Strategic Marketing Insights (1983)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Evolving to a New Dominant Logic for Marketing (2003)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,502 cited
  • 2000Marketing management: analysis. planning. implementation and control6,649 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
  • 2000Technology Readiness Index (Tri)3,515 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,176 cited
  • 1985Problems and Strategies in Services Marketing2,824 cited
  • 2000Atmospheric Effects on Shopping Behavior2,041 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,822 cited
  • 1996SERVQUAL: review, critique, research agenda1,770 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,655 cited
  • 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,631 cited
  • 2000

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A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study
1,421 cited
  • 1990Delivering Quality Service1,326 cited
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    • 2009A paradigm for examining second-order factor models employing structural equation modeling326 cited
    • 2014Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality131 cited
    • 2011Customers’ zone of tolerance for retail stores22 cited
    • 2018From an information consumer to an information author: a new approach to business intelligence21 cited
    • 2005Technology-Based Self-Service: From Customer Productivity Toward Customer Value14 cited
    • 2021Technological Evolution in Grocery Retail: A Systematic Literature Review11 cited
    • 2026Technology‐Enabled Consumer Shopping Behavior: A Literature Review Applying SPAR ‐4‐ SLR and TCCM Framework8 cited
    • 2020Consumers Attitudes towards Self-Checkout Systems in FCMG Retail in Croatia7 cited