An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness
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DOI: 10.1108/jsm-07-2020-0271
Abstract: Purpose As self-service technologies (SSTs) become more prevalent, service providers are actively encouraging customers’ involvement with these technologies, sometimes even forcing their customers to use SSTs. This paper aims to examine the influence of the… read more here.
Keywords: powerlessness; service technologies; customer; self service ... See more keywords