Further Reading… • Meuter et al. (2000), “Self-Service Technology: Understanding Customer Satisfaction With Technology-Based Service Encounters,” Journal of Marketing, 64(3), pp. 50-64 • Bitner et al. (2000) “Technology Infusion in Service Encounters,” Journal of the Academy of Marketing Science, 28(1), pp.138-149 • Bateson (1985), “Self-service consumer: an exploratory study,” Journal of Retailing, 61(3), pp. 49-76 • Wulf et al. (2001), “Investments in consumer relationships: a cross country and cross industry exploration,” Journal of Marketing, 65(4), pp. 33-50
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Further Reading… Meuter et al. (2000), “Self-Service Technology: Understanding Customer Satisfaction With Technology-Based Service Encounters,” Journal.
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Further Reading…
• Meuter et al. (2000), “Self-Service Technology: Understanding Customer Satisfaction With Technology-Based Service Encounters,” Journal of Marketing, 64(3), pp. 50-64
• Bitner et al. (2000) “Technology Infusion in Service Encounters,” Journal of the Academy of Marketing Science, 28(1), pp.138-149
• Bateson (1985), “Self-service consumer: an exploratory study,” Journal of Retailing, 61(3), pp. 49-76
• Wulf et al. (2001), “Investments in consumer relationships: a cross country and cross industry exploration,” Journal of Marketing, 65(4), pp. 33-50