To do or not to do: the dilemma of technology‐based service improvement
暂无分享,去创建一个
[1] Ananthanarayanan Parasuraman,et al. Techno-Ready Marketing: How and Why Your Customers Adopt Technology (Маркетинг технологий: как и почему Ваши потребители принимают технологии) , 2001 .
[2] Pratibha A. Dabholkar,et al. Technology in Service Delivery: Implications for Self-Service and Service Support , 2000 .
[3] R. Hallowell. The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study , 1996 .
[4] Mary Jo Bitner,et al. Tracking the evolution of the services marketing literature , 1993 .
[5] L. Berry. BIG IDEAS IN SERVICES MARKETING , 1986 .
[6] R. Oliver. Satisfaction: A Behavioral Perspective On The Consumer , 1996 .
[7] Nikos Tsikriktsis. A Technology Readiness-Based Taxonomy of Customers , 2004 .
[8] Mary Jo Bitner,et al. Technology infusion in service encounters , 2000 .
[9] Mary Jo Bitner,et al. Evaluating service encounters: The effects of physical surroundings and employee responses. , 1990 .
[10] Fred D. Davis,et al. A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies , 2000, Management Science.
[11] Rik Pieters,et al. The nomological net of perceived service quality , 1997 .
[12] Mark S. Johnson,et al. The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships , 1999 .
[13] Mary Ann Eastlick,et al. An online prepurchase intentions model: The role of intention to search , 2001 .
[14] J. J. Cronin,et al. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments , 2000 .
[15] A. Parasuraman,et al. Problems and Strategies in Services Marketing , 1985 .
[16] Mary Jo Bitner,et al. Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .
[17] Janet R. McColl-Kennedy,et al. The relationship between Internet use and perceived performance in retail and professional service firms , 2003 .
[18] J. J. Cronin,et al. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach , 2001 .
[19] A. Parasuraman,et al. Technology Readiness Index (Tri) , 2000 .
[20] É. Langeard,et al. Services marketing : new insights from consumers and managers , 1981 .
[21] R. Rust,et al. Service Quality: Insights and Managerial Implications from the Frontier , 1994 .
[22] A. Athanassopoulos. Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior , 2000 .
[23] V. Zeithaml,et al. A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .
[24] A. Stinchcombe. Constructing Social Theories , 1970 .
[25] Martin Fishbein,et al. Noncognitive Effects on Attitude Formation and Change: Fact or Artifact? , 1995 .
[26] Kenneth L. Bernhardt,et al. Comments on Christian Grönroos' Strategic management and marketing in the service sector , 1984 .
[27] Kalyan Moy Gupta,et al. An Empirical Study of Factors Affecting Software Package Selection , 1996, J. Manag. Inf. Syst..
[28] John A. Czepiel. Service encounters and service relationships: Implications for research , 1990 .
[29] Magid Igbaria,et al. A Motivational Model of Microcomputer Usage , 1996, J. Manag. Inf. Syst..
[30] A. Parasuraman,et al. The Behavioral Consequences of Service Quality , 1996 .
[31] A. Wildt,et al. Price, product information, and purchase intention: An empirical study , 1994 .
[32] Tal Katz-Navon,et al. Being the same and different: A model explaining new product adoption , 2008 .
[33] M. Meuter,et al. Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes , 2003 .
[34] Bruce D. Weinberg,et al. Don't keep your Internet customers waiting too long at the (virtual) front door , 2000 .
[35] Ruth N. Bolton,et al. A Multistage Model of Customers' Assessments of Service Quality and Value , 1991 .
[36] Steven A. Taylor,et al. Measuring Service Quality: A Reexamination and Extension , 1992 .
[37] Mary Jo Bitner,et al. Servicescapes: The Impact of Physical Surroundings on Customers and Employees: , 1992 .
[38] P. Wilton,et al. Models of Consumer Satisfaction Formation : An Extension , 1988 .
[39] Thomas Hill,et al. Role of efficacy expectations in predicting the decision to use advanced technologies: The case of computers. , 1987 .
[40] D. G. Morrison,et al. Do We Really Need Multiple-Item Measures in Service Research? , 2001 .
[41] Jung-ki Lee,et al. Effects of personal control on adoption of self‐service technology innovations , 2002 .
[42] James Reardon,et al. Integrating Business Technology and Marketing Education: Enhancing the Diffusion Process through Technology Champions , 2001 .
[43] Katherine N. Lemon,et al. A dynamic model of customers' usage of services : usage as an antecedent and consequence of satisfaction , 1999 .
[44] Youngme Moon,et al. Exploding the Self-Service Myth , 2000 .
[45] Alan J. Dubinsky,et al. Consumers' perceptions of e‐shopping characteristics: an expectancy‐value approach , 2004 .
[46] K. Ruyter,et al. The Adoption of Information Technology in Self-Managing Service Teams , 2003 .
[47] A. Parasuraman,et al. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .
[48] B. Kahn,et al. How Tolerable is Delay? Consumers’ Evaluations of Internet Web Sites after Waiting , 1998 .
[49] A. Parasuraman,et al. A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .
[50] S. Fournier,et al. Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies , 1998 .