search query: @author Dabholkar, P. / total: 4
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| Author: | Dabholkar, P. |
| Title: | Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality |
| Journal: | International Journal of Research in Marketing
1996 : FEB, VOL. 13:1, p. 29-52 |
| Index terms: | MARKETING RESEARCH QUALITY |
| Language: | eng |
| Abstract: | Increasing labour costs and advances in technology are encouraging service firms to consider offering technology-based self-service options to consumers. Yet, little is known about how consumers would evaluate such options. Two alternative models of service quality are proposed based on an attribute versus overall affect approach. The attribute model is based specifically on what consumers would expect from such options. The overall affect model is based on the consumer's feelings toward the use of technology. |
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