Kokkinou, Alinda; Cranage, David A. - In: International Journal of Contemporary Hospitality Management 27 (2015) 6, pp. 1181-1197
Purpose – The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As self-service technologies are expensive and time-consuming to design and implement, service providers need to...