Customer preferences and self-service technologies:hospitality in the pandemic context
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DOI: 10.1080/13032917.2020.1851093
Abstract: Given the fact that tourism is one of the most affected sectors by the Covid-19 pandemic, the main objective of this study was to analyze important aspects inherent to the current use of Self-Servi... read more here.
Keywords: preferences self; service technologies; customer preferences; self service ... See more keywords
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