Mandatory use of technology-based self-service : does expertise help or hurt?
Year of publication: |
2015
|
---|---|
Authors: | Reinders, Machiel ; Frambach, Rudolf T. ; Kleijnen, Mirella |
Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 49.2015, 1/2, p. 190-211
|
Subject: | Public sector | Consumer attitudes | Public services | Services marketing | Technology-based self service | Mandatory use | Customer expertise | Konsumentenverhalten | Consumer behaviour | Öffentliche Dienstleistung | Dienstleistungsqualität | Service quality | Selbstbedienung | Self-service | Kundenzufriedenheit | Customer satisfaction | Öffentlicher Sektor | Dienstleistungsmarketing |
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