Nijssen, Edwin J.; Schepers, Jeroen J. L.; Belanche, Daniel - In: Journal of Service Management 27 (2016) 3, pp. 276-298
Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how customers use such attributions to adjust their perceptions...