haku: @all customer engagement / yhteensä: 6
viite: 3 / 6
Tekijä:Simon, F.
Usunier, J-C.
Otsikko:Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology
Lehti:International Journal of Research in Marketing
2007 : JUN, VOL. 24:2, p. 163-173
Asiasana:cognition
service
technology
Vapaa asiasana:service encounter
Kieli:eng
Tiivistelmä:This paper attempts to explain the cognitive, demographic, and situational determinants of the preference for using self-service technologies over personnel-in-contact services. Finding of the study show that (1) rational engagement has a strong positive effect on the preference for technology-based self-services, (2) persons high in experimental style prefer interactions with service personnel, (3) differential wait times have a significant influence on preference for technology, (4) service complexity moderates the influence of cognitive styles on preference for service technology, and (5) age has a negative influence on the preference for service technology.
SCIMA tietueen numero: 264180
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