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Automated, human, or semi-automated service in restaurants? : an investigation of technology-enabled service designs and customer attribution
Park, Soona; Lehto, Xinran Y. - In: International journal of hospitality management 104 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013255930
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Cost-effective service excellence
Wirtz, Jochen; Zeithaml, Valarie A. - In: Journal of the Academy of Marketing Science 46 (2018) 1, pp. 59-80
Persistent link: https://www.econbiz.de/10011865100
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At your service on the table : impact of tabletop technology on restaurant performance
Tan, Tom Fangyun; Netessine, Serguei - In: Management science : journal of the Institute for … 66 (2019) 10, pp. 4496-4515
Persistent link: https://www.econbiz.de/10012305257
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To automate or not to automate? : a contingency approach to service automation
Hottat, Eline; Leroi-Werelds, Sara; Streukens, Sandra - In: Journal of service management 34 (2023) 4, pp. 696-724
Persistent link: https://www.econbiz.de/10014338200
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Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria; Stagno, Emanuela; Donato, Carmela - In: The journal of services marketing 38 (2024) 3, pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
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The impact of using kiosk on enterprise systems in service industry
Chen, Jengchung V.; Yen, David; Dunk, Kimberly; … - In: Enterprise information systems 9 (2015) 7/8, pp. 835-860
Persistent link: https://www.econbiz.de/10011389972
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When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent self-construal
Fan, Alei; Wu, Luorong; Miao, Li; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 3, pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
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Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael; Robinson, Stacey G.; Sirianni, … - In: Journal of marketing 78 (2014) 4, pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
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Service appropriation : how do customers make the service their own?
Mifsud, Matthieu; Cases, Anne-Sophie; N'Goala, Gilles - In: Journal of service management 26 (2015) 5, pp. 706-725
Persistent link: https://www.econbiz.de/10011503550
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Causal attributions and overall blame of self-service technology (SST) failure : different from service failures by employee and policy
Lee, Bo Youn; Cranage, David A. - In: Journal of hospitality marketing & management 27 (2018) 1, pp. 61-84
Persistent link: https://www.econbiz.de/10011848322