:::

詳目顯示

回上一頁
題名:自助式服務科技之研究:過去、現在與未來
作者:劉嘉麒 引用關係
作者(外文):Chia-Chi Liu
校院名稱:國立高雄第一科技大學
系所名稱:管理研究所
指導教授:邱彥婷
學位類別:博士
出版日期:2013
主題關鍵詞:知覺價值滿意度自助式服務科技科技接受模式統合分析綜效satisfactionself-service technologytechnology acceptance modelmeta-analysisresearch synthesisperceived value
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:35
自助式服務科技研究的議題在服務接觸中日益增加已經超過60年,且累積了大量的知識和前瞻性的觀點。但是很遺憾的,在大部分的研究中已出現相同結果的衝突,且鮮少有研究提供完整的統合性研究分析說明評估自助式服務研究的一般性結論。此外,亦鮮少有研究使用統合研究分析不同類型的自助式服務科技研究來描述自助式服務科技研究的過去、現在與未來。因此,本研究的目的為協調自助式服務科技研究的不一致結論,以及建立自助式服務科技研究模式兩兩變數之間的一般性結論,並以強韌證據說明自助式服務科技研究的過去、現在與未來。
在本研究中總共收集178篇過去的研究作為資料集,其中125 篇B2C量化研究作為統合分析的建立。基於統合分析與統合分析線性結構方程模型的結果,本研究提出一個自助式服務科技全面性模型,包含28個關鍵變數與48條重要關係路徑。在全面性模型中態度與滿意度是兩個重要的中介角色的變數。結果顯示,有用性在科技接受模式中扮演重要的關鍵角色,影響顧客的態度與使用意願。而在滿意-持續使用意願模型中,有用性與享受扮演了重要的關鍵角色。易用性在兩個分析模型中均非是重要影響的因子。當顧客使用自助式服務科技時,服務品質與知覺價值在顧客認知中具有重要的影響能力。在干擾分析中,自助式服務科技的類型是顯著干擾研究結果的因子。最後,本研究根據統合分析結果提出自助式服務3.0概念的未來方向。自助式服務3.0的核心是共同創造,而知覺價值則在其中扮演重要的關鍵角色。本研究並依據結果提出理論與管理意涵供學術與實務界參考。
Self-service technologies are increasingly used in service encounters for more than 60 years. During this time, a lot of knowledge and insight in this area has been accumulated. Academic research in this field has produced conflicting evidence about the direction and significance of the pairwise relationship, and few comprehensive studies have attempted to assess the general findings across self-service technology academic studies. Furthermore, there are few meta-analytic studies to integrate the different types of self-service technology researches and to summarize the evidence supporting the past, present and future of self-service technology research. Therefore, the goal of our study was to reconcile inconsistent findings and establish the generalizability of pairwise relationships in self-service technology model and we summarize the evidence supporting the past, present and future of self-service technology research.
In this study, we collect 178 previous studies as our dataset, and we conduct a meta-analysis from analyses of 125 B2C quantitative studies. Based on meta-analysis and meta-analytic structural equation modeling, we proposed a comprehensive model of self-service technology application. We identified 28 variables and a total of 48 pairwise correlations. Attitude and satisfaction play an important mediating role in our comprehensive model. The result shows that perceived usefulness plays a critical role in the technology acceptance model, as it influences customers’ attitude and intention to use the technology. In the satisfaction-continuance model, perceived usefulness and enjoyment also play important roles. However, ease of use turns out to not be a considerable factor in both models. Service quality and perceived value both have an impact on customer perception when they use self-service technology. In the moderator analysis, the type of self- service technology is a significant moderator that affects the result.
Finally, we propose a conceptualization of self-service 3.0 for future path of self- service technology. The core content in self-service 3.0 is co-creation, with perceived value playing a critical role. Our study discusses the implications of their results for marketers and researchers.
1.Ahn, T., Ryu, S. and Han, I. (2004). The impact of the online and offline features on the user acceptance of Internet shopping malls, Electronic Commerce Research and Applications, 3, pp. 405-420.
2.Ahn, T., Ryu, S. and Han, I. (2007). The impact of Web quality and playfulness on user acceptance of online retailing, Information & Management, 44, pp. 263-275.
3.Ajzen, I. and Fishbein, M. (1980), Understanding attitudes and predicting social behavior. New Jersey: Prentice-Hall, Englewood Cliffs.
4.Alavi, M. and Joachimsthaler, E.A. (1992). Revisiting DSS implementation research:A meta-analysis of the literature and suggestions for researchers, MIS Quarterly, 16(1), pp. 95-116.
5.Alcock, T. and Millard, N. (2006). Self-service — but is it good to talk?, BT Technology Journal, 24(1), pp. 70-78.
6.Alsajjan, B. and Dennis, C. (2010). Internet banking acceptance model: Cross-market examination, Journal of Business Research, 63, pp. 957-963.
7.Amin, H. (2009). An Analysis of Online Banking Usage Intentions: An Extension of the Technology Acceptance Model, International Journal Business and Society, 10(1), pp. 27-40.
8.Anitsal, I. and Paige, R.C. (2006). An Exploratory Study on Consumer Perceptions of Service Quality in Technology-Based Self-Service, Services Marketing Quarterly, 27(3), pp. 53-67.
9.Anitsal, I. and Schumann, D.W. (2007). Toward a conceptualization of customer productivity: the customer’s perspective on transforming customer labor into customer outcomes using technology-based self-service options, Journal of Marketing Theory and Practice, 15(4), pp. 349-363.
10.Archer, N. and Yuan, Y. (2000). Managing business-to-business relationship throughout the e-commerce procurement life cycle, Internet Research, 10(5), pp. 385-395.
11.Arussy, L. (2010). Putting the ‘Self’ in Self-Service 2.0, Customer Relationship Management, 14(5), pp. 29-36.
12.Bagozzi, R.P. (1981), Attitudes, intentions, and behavior: A test of some key hypotheses, Journal of Personality and Social Psychology, 41, pp.607-627.new window
13.Bagozzi, R.P. (1982), A Field Investigation of Causal Relations Among Cognitions, Affect, Intentions, and Behavior, Journal of Marketing Research, 19(Nov), pp.562-584.
14.Bateson, J. E. G. (1985), Self-Service Customer: An Exploratory Study, Journal of Retailing, 61 (3), pp.49-76.
15.Bangert-Drowns, R.L. (1986). Review of Development in Meta-Analytic Method, Psychological Bulletin, 99(3), pp.388-399.
16.Beatson, A., Coote, L.V. and Rudd, J.M. (2006). Determining Consumer Satisfaction and Commitment Through Self-Service Technology and Personal Service Usage, Journal of Marketing Management, 22, pp.853-882.
17.Beatson, A., Lee, N. and Coote, L.V. (2007). Self-Service Technology and the Service Encounter, The Service Industrial Journal, 27(1), pp.75-89.
18.Bettman, J.R. and Park, C.W. (1980). Effects of prior knowledge and experience and phase of the choice process on consumer decision processes: A protocol analysis, Journal of Consumer Research, 7(Dec), pp.234-248.
19.Berger, S.C. (2009). Self-service technology for sales purposes in branch banking- The impact of personality and relationship on customer adoption, International Journal of Bank Marketing, 27(7), pp. 488-505.
20.Bitner, M.J. (2001a). Self-service technologies: What do customers expect?, Marketing Management, 10(1), pp. 10-11.
21.Bitner, M.J. (2001b). Service and technology: Opportunities and paradoxes, Managing Service Quality, 11(6), pp. 375-379.
22.Bitner, M., Brown, S. and Meuter, M. (2000). Technology Infusion in Service Encounters, Journal of the Academy of Marketing Science, 28(1), pp.138-49.
23.Bitner, M.J., Ostrom, A.L. and Meuter, M.L. (2002). Implementing successful self-service technologies, Academy of Management Executive, 16(4), pp. 96-109.
24.Bhappu, A.D. and Schultze, U. (2006). The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology, Journal of Service Research, 8(4), pp.372-385.
25.Bobbitt, L.M. and Dabholkar, P.A. (2001). Integrating attitudinal theories to understand and predict use of technology-based self-service: The Internet as an illustration, International Journal of Service Industry Management, 12(5), pp. 423-450.
26.Borenstein, M., Hedges, L.V., Higgins, J.P., Rothstein, H.R. (2009). Introduction to meta-analysis. Wiley: Chichester.
27.Campbell, D. and Frei, F. (2010). Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel, Management Science, 56(1), pp. 4-24.
28.Centre for Reviews and Dissemination (2009). Systematic Reviews: CRD’s guidance for undertaking reviews in health care. University of York.
29.Chang, H.H. (2010). Task-technology fit and user acceptance of online auction, International Journal of Human-Computer Studies, 68, pp. 69-89.
30.Chang, H.H. and Chang, C.S. (2008). An assessment of technology-based service encounters & network security on the e-health care systems of medical centers in Taiwan, BMC Health Services Research, 8(87), pp. 1-13.
31.Chang, K. and Chang, C.C. (2009). Library self-service: Predicting user intentions related to self-issue and return systems, The Electronic Library, 27(6), pp. 938-949.
32.Chang, H.H. and Chen, S.W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce, Information & Management, 46, pp. 411-417.
33.Chang, H.L. and Yang, C.H. (2008). Do airline self-service check-in kiosks meet the needs of passengers?, Tourism Management, 29, pp. 980-993.
34.Chang, I.C., Li, Y.C., Hung, W.F. and Hwang, H.G. (2005). An empirical study on the impact of quality antecedents on tax payers’ acceptance of Internet tax-filing systems, Government Information Quarterly, 22, pp. 389-410.
35.Chen, S.J. and Chang, T.Z. (2003). A descriptive model of online shopping process: some empirical results, International Journal of Service Industry Management, 14(5), pp. 556-569.
36.Chen, C.C. and Huang, E. (2009). A Study on Taxpayers’ Willingness to Use Self-service Technology-Based Online Government Services, Journal of Electronic Commerce in Organizations, 7(2), pp. 44-66.
37.Chen, L.D. and Tan, J. (2004). Technology Adaptation in E-commerce: Key Determinants of Virtual Stores Acceptance, European Management Journal, 22(1), pp. 74-86.
38.Chen, S.C., Chen, H.H. and Chen M.F. (2009). Determinants of satisfaction and continuance intention towards self-service technologies, Industrial Management & Data Systems, 109(9), pp. 1248-1263.
39.Chen, C.D., Fan, Y.W. and Farn, C.K. (2007). Predicting electronic toll collection service adoption: An integration of the technology acceptance model and the theory of planned behavior, Transportation Research Part C, 15, pp. 300-311.
40.Cheng, T.C.E., Lam, D.Y.C. and Yeung, A.C.L. (2006). Adoption of internet banking: An empirical study in Hong Kong, Decision Support Systems, 42, pp. 1558-1572.
41.Cheung, M.W.L. and Chan, W. (2009). A two-stage approach to synthesizing covariance matrices in meta-analytic structural equation modeling. Structural Equation Modeling, 16, pp. 28-53.
42.Chiou, J.S. and Pan, L.Y. (2009). Antecedents of Internet Retailing Loyalty: Differences Between Heavy Versus Light Shoppers, Journal of Business Psychology, 24, pp. 327-339.
43.Chiu, C.M., Chang, C.C., Cheng, H.L. and Fang, Y.H. (2009). Determinants of customer repurchase intention in online shopping, Online Information Review, 33(4), pp. 761-784.
44.Cohen, J. (1960). A coefficient of agreement for nominal scales. Educational and Psychological Measurement, 20(1), pp. 37–46.
45.Cohen, J. (1977). Statistical power analysis for the behavioral sciences (2nd ed.). New York: Academic Press.
46.Cohen, J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.). Hillsdale, New Jersey, Eribaum.
47.Cohen, J. (1994). The earth is round (p<.05), American Psychologist, 49, pp. 997-1003.
48.Collier, J.E. and Sherrell, D.L. (2010). Examining the influence of control and convenience in a self-service setting, Journal of the Academy of Marketing Science, 38, pp. 490-509.
49.Cooper, H.M. (1979). Statistically Combining Independent Studies A Meta- Analysis of Six Differences in Conformity Research, Journal of Personality and Social Psychology, 37, pp.131-146.
50.Cooper, H.M. (1982). Scientific Guild lines for Conducting Integrative Reviews, Review of Educational Research, 52, pp.291-302.
51.Cooper, H.M. (2010). Research synthesis and meta-analysis: a step-by-step approach (4th ed.).California: Sage publication.
52.Crespo, A. H., del Bosque, I. R. and Garcı´a de los Salmones Sa´nchez, M.M. (2009). The influence of perceived risk on Internet shopping behavior: a multidimensional perspective, Journal of Risk Research, 12(2), pp. 259-277.
53.Cronin, J.J.Jr., Brady, M.K., and Hult, G.T.M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments, Journal of Retailing, 76 (2), pp.193-218.
54.Curran, J.M., Meuter, M.L. (2005). Self-service technology adoption: comparing three technologies, Journal of Services Marketing, 19(2), pp. 103-113.
55.Curran, J.M., Meuter, M.L. (2007). Encourage Existing Customers to Switch to Self-Service Technologies: Put A Little Fun in Their Lives, Journal of Marketing Theory and Practice, 15(4), pp. 283-298.
56.Curran, J.M., Meuter, M.L. and Suprenant, C.F. (2003). Intentions to use self-service technologies: a confluence of multiple attitudes, Journal of Service Research, 5(3), pp.209–24.
57.Cunningham, L.F., Young, C.E. and Gerlach, J.H. (2008). Consumer views of self-service technologies, The Service Industries Journal, 28(6), pp. 719-732.
58.Cunningham, L.F., Young, C.E. and Gerlach, J.H. (2009). A comparison of consumer views of traditional services and self-service technologies, Journal of Services Marketing, 23(1), pp. 11-23.
59.Dabholkar, P.A. (1992). Role of affect and need for interaction in on-site service encounters, Advances in Consumer Research, 19, pp.563–569.
60.Dabholkar, P.A. (1994). Incorporating Choice Into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes, Journal of Consumer Research, 21 (1), pp. 100-118.
61.Dabholkar, P.A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality, International Journal of Research in Marketing, 13, pp.29–51.
62.Dabholkar, P.A. and Bagozzi, R.P. (2002). An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors, Journal of the Academy of Marketing Science, 30(3), pp.184–201.
63.Dabholkar, P.A., Bobbitt, L.M. and Lee, E.J. (2003). Understanding consumer motivation and behavior related to self-scanning in retailing: Implication for strategy and research on technology-based self-service, International Journal of Service Industry Management, 14(1), 59-95.
64.Davis, F.D. (1989), Perceived usefulness, perceived ease of use, and user acceptance of information technology, MIS Quarterly, 13 (3), pp.319-340.
65.Davis, F. D., Bagozzi, R. P. and Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models, Management Science, 35(8), pp.982-1003.
66.Dean, D.H. (2008a). Shopper age and the use of self-service technologies, Managing Service Quality, 18(3), pp. 225-238.
67.Dean, D.H. (2008b). What’s wrong with IVR self-service, Managing Service Quality, 18(6), pp. 594-609.
68.Dennis, A.R., Wixom B.H. and Vandenberg R.J. (2001). Understanding Fit and Appropriation Effects in Group Support Systems via Meta-Analysis, MIS Quarterly, 25(2), pp. 167-193.
69.Denyer, D. and Tranfield, D. (2006). Using qualitative research synthesis to build an actionable knowledge base, Management Decision, 44(2), pp. 213-227.
70.Ding, D.X., Hu, P.J.H. and Sheng, O.R.L. (2011). e-SELFQUAL: A scale for measuring online self-service quality, Journal of Business Research, 64(5), pp. 508-515.
71.Ding, X., Verma, R. and Iqbal, Z. (2007). Self-service technology and online financial service choice, International Journal of Service Industry Management, 18(3), pp. 246-268.
72.Dixon-Woods, M., Agarwal, S., Jones, D., Young, B. and Sutton, A. (2005). Synthesising qualitative and quantitative evidence: a review of possible methods, Journal of Health Services Research & Policy, 10(1), pp. 45-53.
73.Dong, B., Evans, K.R. and Zou, S. (2008). The effects of customer participation in co-created service recovery, Journal of the Academy of Marketing Science, 36, pp. 123-137.
74.Doyle, S. (2006). The evolution of self service environments and their potential business impact, Journal of Database Marketing & Customer Strategy Management, 13(3), pp. 236-243.
75.Doyle, S. (2007a). A strategy for self-service in a telco environment, Journal of Database Marketing & Customer Strategy Management, 14(4), pp. 315-321.
76.Doyle, S. (2007b). Self-service delivery and the growing roles of channels, Journal of Database Marketing & Customer Strategy Management, 14(2), pp. 150-159.
77.Elliott K.M. and Meng, J.G. (2009). Assessing Chinese Consumers’ Likelihood To Adopt Self-Service Technologies, International Business & Economics Research Journal, 8(2), pp. 27-40.
78.Eriksson, K. and Nilsson, D. (2007). Determinants of the continued use of self-service technology: The case of Internet banking, Technovation, 27, pp. 159-167.
79.Fareena, S., Farley, J. and Lehmann, D. (1990). A meta-analysis of applications of diffusion models, Journal of Marketing Research, 27, pp. 70–77.
80.Fern, F.E. and Monroe, K.B. (1996). Effect size estimates: issue and problems in interpretation, Journal of Consumer Research, 23, pp. 89-115.
81.Fishbein, M. and Ajzen, I. (1975), Belief, attitude, intention and behavior: an introduction to theory and research. Massachusetts: Addison-wesley.
82.Fitzsimmons, J.A. (2003). Is self-service the future of services?, Managing Service Quality, 13(6), pp. 443-444.
83.Forbes, L.P. (2008). When something goes wrong and no one is around: non-internet self-service technology failure and recovery, Journal of Services Marketing, 22(4), pp. 316-327.
84.Fuglsang, L. and Sundbo, J. (2006). Flow and Consumers in E-Based Self-Services: New Provider–Consumer Relations, The Service Industries Journal, 26(4), pp. 361-379.
85.Ganesan, S. (1994). Determinants of long-tern orientation in buyer-seller relationship, Journal of Marketing, 58(2), pp, 1-19.
86.Gelbrich, K. (2009). Beyond Just Being Dissatisfied: How Angry and Helpless Customers React to Failures When Using Self-Service Technologies, Schmalenbach Business Review, 61(1), pp. 40-59.
87.Glass, G.V. (1976), Primary, secondary, and meta-analysis of research, Educational Researcher, 5, pp. 3-8.
88.Glass, G.V. (1979). Policy for The Unpredictable, Educational Researcher, 8, pp.12-14.
89.Glass, G.V. and Kliegl, R.M. (1979). An Apology for Research Integration in the Study of Psychotherapy, Journal of Consulting and Clinical psychology, 51, pp.28-41.
90.Globerman, S. (1978). Self-service gasoline stations: A case-study competitive innovation, Journal of Retailing, 54(1), pp. 75-86.
91.Globerson, S. and Maggard, M. J. (1991). A Conceptual Model of Self-Service, International Journal of Operational & Production Management, 11(4), pp. 33-43.
92.Guiry, M., (1992). Consumer and employee roles in service encounters, in: J.F. Sherry, Jr. and B. Sternthal, eds., Advances in consumer research, Vol. 19 (Association for Consumer Research, Provo, UT), pp.666-672.
93.Ha, S. and Stoel, L. (2009). Consumer e-shopping acceptance: Antecedents in a technology acceptance model, Journal of Business Research, 62, pp. 565-571.
94.Ha, H.Y., Janda, S. and Muthaly, S.K. (2010). A new understanding of satisfaction model in e-re-purchase situation, European Journal of Marketing, 44(7/8), pp. 997-1016.
95.Hak, T. and Bernts, T. (1996). Coder training: Theoretical training or practice socialization?, Qualitative Sociology, 19(2), pp. 235-257.
96.Hansen, T. (2008). Consumer values, the theory of planned behaviour and online grocery shopping, International Journal of Consumer Studies, 32, pp. 128-137.
97.Hansen, T. and Jensen, J.M. (2009). Shopping orientation and online clothing purchases: the role of gender and purchase situation, European Journal of Marketing, 43(9/10), pp. 1154-1170.
98.Hauser, J. R. and Urban, G. L. (1986). The value priority hypotheses for consumer budget plans, Journal of Consumer Research, 12(4), pp. 446-462.
99.Hawkes, V. A. (2000). The Heart of the Matter: The Challenge of Customer Lifetime Value. Customer Relationship Management Forum Resources.
100.Hedges, L.V. (1982). Estimation of Effect Size from a Serious of Independent Experiments, Psychological Bulletin, 92, pp.490-499.
101.Hedges, L.V. and Pigott, T.D. (2001). The Power of Statistical Tests in Meta- Analysis, Psychological Methods, 6(3), pp. 203-217.
102.Hernandez, B., Jimenez, J. and Martin, M.J. (2009). Adoption vs acceptance of e-commerce: two different decisions, European Journal of Marketing, 43(9/10), pp. 1232-1245.
103.Higgins, J., Thompson, S.G., Deeks, J.J. and Altman, D.G. (2003). Measuring inconsistency in meta-analyses, BMJ, 327, pp. 557-560.
104.Ho, S.H. and Ko, Y.Y. (2008). Effects of self-service technology on customer value and customer readiness-The case of Internet banking, Internet Research, 18(4), pp. 427-446.
105.Hofstede, G. (1991). Cultures and Organizations: Software of the Mind, Mc-Graw Hill, London.
106.Hong, D. (2006), An Introductory Guide to Speech Recognition Solutions, white paper prepared by Datamonitor, August, 2006, available at: www.genesyslab.com/ datamonitor/August2006/IntroductoryGuideToSpeechRecognitionSolutions.pdf.
107.Howard, M. and Worboys, C. (2003). Self-service - A contradiction in terms or customer-led choice?, Journal of Consumer Behaviour, 2(4), pp. 382-392.
108.Hsieh, C.T. (2005). Implementing Self-Service Technology to Gain Competitive Advantages, Communications of the IIMA, 5(1), pp. 77-83.
109.Hsu, M.H. and Chiu, C.M. (2004). Internet self-efficacy and electronic service acceptance, Decision support systems, 38, pp. 369-381.
110.Hu, L. and Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), pp. 1−55.
111.Hua, P.J.H., Clark, T.H.K. and Ma, W.W. (2003). Examining technology acceptance by school teachers: a longitudinal study, Information & Management, 41, pp. 227-241.
112.Hunter, J.E. and Schmidt, F.L. (1990). Methods of Meta-Analysis, Newbury Park, CA: Sage publication.
113.Hwang, Y. and Kim, D.J. (2007). Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust, Decision Support Systems, 43, pp. 746-760.
114.IHL Consulting Group (2007), Consumers on track to spend $1.3 trillion a year at self-service machines by 2011, available at: www.ihlservices.com/ihl/press_detail. cfm?PressReleaseID ? 55
115.Jackson, G.B. (1980). Methods for Integrative Reviews, Review of educational Research, 50, pp.438-460.
116.Jamal, A. (2004). Retail Banking and Customer Behaviour: A Study of Self Concept, Satisfaction and Technology Usage, International Review of Retail, Distribution and Consumer Research, 14(3), pp.357-379.
117.James, L.R., Muliak, S.A. and Brett, J.M. (1982). Casual analysis: Assumptions models and data. Sage, Beverly Hills, CA.
118.Jayasimha, K.R. and Nargundkar, R. (2006). Adoption of self service bill payment technologies (SSBPTS): A conceptual model, Journal of Services Research, 6(2), pp. 119-134.
119.John, R. and Perrott, B. (2008). The impact of internet banking on business- customer relationships (are you being self-served?), International Journal of Bank Marketing, 26(7), pp. 465-482.
120.Johnson, M.D., (1984). Consumer choice strategies for comparing noncomparable alternatives, Journal of Consumer Research, 11(Dec), pp.741-753.
121.Johnson, R.N. and Romeo, C.J. (2000). The Impact of Self-service Bans in the Retail Gasoline Market, The Review of Economics and Statistics, 82(4), pp. 625-633.
122.Johnson, C.A. and Tesch, B. (2005). US Ecommerce: 2005 to 2010, Forrester Research, Cambridge, MA.
123.Johnson, D.S., Bardhi, F. and Dunn, D.T. (2008). Understanding How Technology Paradoxes Affect Customer Satisfaction with Self-Service Technology: The Role of Performance Ambiguity and Trust in Technology, Psychology & Marketing, 25(5), pp. 416-443.
124.Kang, Y.S., Hong, S. and Lee, H. (2009). Exploring continued online service usage behavior: The roles of self-image congruity and regret, Computers in Human Behavior, 25, pp. 111-122.
125.Keeney, R. J. (2001), Modeling values for telecommunications management, IEEE Transactions on Engineering Management, 48(3), pp. 370-379.
126.Kim, Y.J., Chun, J.U. and Song, J. (2009). Investigating the role of attitude in technology acceptance from an attitude strength perspective, International Journal of Information Management, 29, pp. 67-77.
127.Kim, J., Fiore, A.M. and Lee, H.H. (2007). Influences of online store perception, shopping enjoyment, and shopping involvement on consumer patronage behavior towards an online retailer, Journal of Retailing and Consumer Services, 14, pp. 95-107.
128.Kim T.G., Lee, J.H. and Law, R. (2008). An empirical examination of the acceptance behaviour of hotel front office systems: An extended technology acceptance model, Tourism Management, 29, pp. 500-513.
129.Kleijnen, M., Wetzels, M. and de Ruyter, K. (2004). Consumer acceptance of wireless finance, Journal of Financial Services Marketing, 8(3), pp. 206-217.
130.Ko, E., Kim, E.Y. and Lee, E.K. (2009). Modeling Consumer Adoption of Mobile Shopping for Fashion Products in Korea, Psychology & Marketing, 26(7), pp. 669-687.
131.Konradt, U., Christophersen, T. and Schaeffer-Kuelz, U. (2006). Predicting user satisfaction, strain and system usage of employee self-services, International Journal of Human-Computer Studies, 64, pp. 1141-1153.
132.Kotler, P., Kartajaya, H. and Setiawan, I. (2010). Marketing 3.0: From products to customers to the human spirit. John Wiley.
133.Krippendroff, K. (1980). Content Analysis: An Introduction to Its Methodology. Beverly Hills, Sage Publications, California.
134.Kumi, S. and Morrow, J. (2006). Improving self service the six sigma way at Newcastle University Library, Program: electronic library and information systems, 40(2), pp. 123-136.
135.Langeard, E., Bateson, J.E.G., Lovelock, C.H. and Eiglier, P. (1981). Marketing of services: New insights from consumers and managers, Report No. 81-104 (Marketing Science Institute, Cambridge, MA).
136.Lanseng, E.J. and Andreassen, T.W. (2007). Electronic healthcare: a study of people’s readiness and attitude toward performing self-diagnosis, International Journal of Service Industry Management, 18(4), pp. 394-417.
137.Lee, J. and Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations, Journal of Services Marketing, 16(6), pp. 553-572.
138.Lee, H.J., Cho, H.J., Xu, W. and Fairhurst, A. (2010). The influence of consumer traits and demographics on intention to use retail self-service checkouts, Marketing Intelligence & Planning, 28(1), pp. 46-58.
139.Lee, H.J., Fairhurst, A.E. and Lee, M.Y. (2009a). The importance of self-service kiosks in developing consumers’ retail patronage intentions, Managing Service Quality, 19(6), pp. 687-701.
140.Lee, B.C., Yoon, J.O. and Lee, I. (2009b). Learners’ acceptance of e-learning in South Korea: Theories and results, Computers & Education, 53, pp. 1320-1329.
141.Lee, W.I., Chiu, Y.T.H., Liu, C.C. and Chen, C.Y. (2011). Assessing the effects of consumer involvement and service quality in a self-service setting, Human Factors and Ergonomics in Manufacturing & Service Industries, 21(5), pp. 504-515.
142.Leek, S., Turnbull, P.W. and Naude, P. (2003). How is information technology affecting business relationship? Results from a UK survey, Industrial Marketing Management, 32(2), pp. 119-126.
143.Lian, J.W. and Lin, T.M. (2008). Effects of consumer characteristics on their acceptance of online shopping: Comparisons among different product types, Computers in Human Behavior, 24, pp. 48-65.
144.Liao, C.H. and Tsou, C.W. (2009). User acceptance of computer-mediated communication: The SkypeOut case, Expert Systems with Applications, 36, pp. 4595-4603.
145.Liljander, V., Gillberg, F., Gummerus, J. and van Riel, A. (2006). Technology readiness and the evaluation and adoption of self-service technologies, Journal of Retailing and Consumer Services, 13, pp. 177-191.
146.Lin, J.S.C. and Hsieh, P.L. (2006). The role of technology readiness in customers’ perception and adoption of self-service technologies, International Journal of Service Industry Management, 17(5), pp. 497-517.
147.Lin, J.S.C. and Hsieh, P.L. (2011). Assessing the self-service technology encounters: Development and validation of SSTQUAL scale, Journal of Retailing, 87(2), pp. 194-206.
148.Lin, C.H., Shih, H.Y. and Sher, P.J. (2007). Integrating Technology Readiness into Technology Acceptance: The TRAM Model, Psychology & Marketing, 24(7), pp. 641-657.
149.Lim, K.S., Lim, J.S. and Heinrichs, J.H. (2008). Testing an Integrated Model of E-Shopping Web Site Usage, Journal of Internet Commerce, 7(3), pp. 291-312.
150.Lipsey, M.W. and Wilson, D.B. (2001). Practical meta-analysis. Thousand Oaks, CA: Sage.
151.Liu, M. and Xiao, Y. (2008). Research on Relationship between Consumer Satisfaction and Web Consumer Shopping Behavior, International Journal of Business Research, 8(2), pp. 197-206.
152.Liu J.L., Chou, H.Y. and Ling, P.C. (2009). Investigating passengers’ intentions to use technology-based self check-in services, Transportation Research Part E, 45, pp. 345-356.
153.Liu, X., He, M., Gao, F. and Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective, International Journal of Retail & Distribution Management, 36(11), pp. 919-940.
154.Lott, S. (2005). IATA, Sydney sign deal to test common use kiosks, Aviation Daily, 362(11), pp. 3.new window
155.Lovelock, C. H. and Young, R. F. (1979). Look to consumers to increase productivity, Harvard Business Review, 57(May-Jun), pp.168-178.
156.Lu, Y., Zhou, T. and Wang, B. (2009). Exploring Chinese users’ acceptance of instant messaging using the theory of planned behavior, the technology acceptance model, and the flow theory, Computers in Human Behavior, 25, pp. 29-39.
157.Luo, X., Li, H., Zhang, J. and Shim, J.P. (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services, Decision Support Systems, 49, pp. 222-234.
158.Lussier, D. and Olshavsky, R. (1979). Task complexity and contingent processing in brand choice, Journal of Consumer Research, 6 (Sep), pp.154-165.
159.Magni, M. and Pennarola, F. (2008). Intra-organizational relationships and technology acceptance, International Journal of Information Management, 28, pp. 517-523.
160.Makarem, S.C., Mudambi, S.M. and Podoshen, J.S. (2009). Satisfaction in technology-enabled service encounters, Journal of Services Marketing, 23(3), pp. 134-144.
161.Mallat, N., Rossi, M., Tuunainen, V.K. and Oorni, A. (2009). The impact of use context on mobile services acceptance: The case of mobile ticketing, Information & Management, 46, pp. 190-195.
162.Mao, E., Srite, M., Thatcher, J.B. and Yaprak, O. (2005). A research model for mobile phone service behaviors: empirical validation in the U.S. and Turkey, Journal of Global Information Technology Management, 8(4), pp. 7-28.
163.Marimon, F., Vidgen, R., Barnes, S. and Cristobal, E. (2010). Purchasing behaviour in an online supermarket-The applicability of E-S-QUAL, International Journal of Market Research, 52(1), pp. 111-129.
164.Marr, N.E. and Prendergast, G.P. (1993). Consumer adoption of self-service technologies in retail banking: Is expert opinion supported by consumer research?, The International Journal of Bank Marketing, 11(1), pp. 3-10.
165.Marzocchi, G. L. and Zammit, A. (2006). Self-Scanning Technologies in Retail: Determinants of Adoption, The service Industrial Journal, 26(6), pp. 651-669.
166.Mattila, A.S., Cho, W. and Ro, H.C. (2011). The role of self-service technologies in restoring justice, Journal of Business Research, 64(4), pp. 348-355.
167.Merrilees, B. and Miller, D. (2001). Superstore interactivity: a new self-service paradigm of retail service?, International Journal of Retail & Distribution Management, 29(8), pp. 379-389.
168.Meuter, M.L. and Bitner, M. J. (1998). Self-service technologies: extending service frameworks and identifying issues for research. In D. Grewal and C. Pechmannn (eds.), Marketing Theory and Applications, Vol. 9, Chicago, IL: American Marketing Association.
169.Meuter, M.L., Bitner, M.J., Ostrom, A.L. and Brown, S.W. (2005). Choosing among alternative service modes: an investigation of customer trial of self-service technologies, Journal of Marketing, 69(April), pp.61–83.
170.Meuter, M.L., Ostrom, A.L., Bitner, M.J. and Roundtree, R.I. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies, Journal of Business Research, 56, pp.899–906.
171.Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000). Self-service technologies: understanding customer satisfaction with technology based service encounters, Journal of Marketing, 64(3), pp.50–64.
172.Miniard, P.W. and Cohen, J.B. (1981), An Examination of the Fishbein-Ajzen Behavioral Intentions Model’s Concepts and Measures, Journal of Experimental Sociai Psychology, 17(May), pp.309-339.
173.Miyazaki, A.D., Lassar, W.M. and Taylor, K.A. (2007). Hispanic vs non-Hispanic response to online self-service tasks: implications for perceived quality and patronage intentions, Journal of Services Marketing, 21(7), pp. 520-529.
174.Moon, Y. and Fret, F.X. (2000). Exploding the Self-service Myth, Harvard Business Review, 78(3), pp. 26-27.
175.Morgan, R.M. and Hunt, S.D. (1994). The commitment-trust theory of relationship marketing, Journal of Marketing, 58(3), pp, 20-38.
176.Muthén, B., Kaplan, D. and Hollis, M. (1987). On structural equation modeling with data that are not missing completely at random, Psychometrika, 51, pp. 431-462.
177.Murray, K. B. (1991). A test of services marketing theory: consumer information acquisition activities, Journal of Marketing, 55(Jan), pp. 10-25.new window
178.Nahuis, R. (2005). The politics of innovation: Self-service on the Amsterdam trams, Technology in Society, 27, pp. 229-241.
179.Natarajan, T., Balasubramanian, S.A. and Manickavasagam, S. (2010). Customer’s Choice amongst Self Service Technology (SST) Channels in Retail Banking: A Study Using Analytical Hierarchy Process (AHP), Journal of Internet Banking and Commerce, 15(2), pp. 1-16.
180.Nahuis, R. (2009). The rise and fall of self-service in Amsterdam trams: user–technology relations in a case of service innovation, Technology Analysis & Strategic Management, 21(2), pp. 233-247.
181.Neuendorf, K.A. (2002). The content analysis guidebook. Thousand Oaks, CA: Sage.
182.Nilsson, D. (2007). A cross-cultural comparison of self-service technology use. European Journal of Marketing, 41(3/4), pp. 367-381.
183.Oliver, R.L. and Bearden, W.O. (1985), Crossover Effects in the Theory of Reasoned Action: A Moderating Influence Attempt, Journai of Consumer Research, 12 (Dec), pp.324-340.
184.Osmonbekov, T., Bello, D.C. and Gilliland, D.I. (2002). Adoption of electronic commerce tools in business procurement: enhanced buying centre structure and processes, Journal of Business & industrial Marketing, 17(2/3), pp. 151-166.
185.Oyedele, A. and Simpson, P.M. (2007). An empirical investigation of consumer control factors on intention to use selected self-service technologies, International Journal of Service Industry Management, 18(3), pp. 287-306.
186.Palmatier, R.W., Dant, R.P., Grewal, D. and Evans, K.R. (2006). Factors influencing the effectiveness of relationship marketing: a meta-analysis, Journal of Marketing, 70, pp. 136-153.
187.Pan, Y. and Zinkhan, G.M. (2006). Determinants of retail patronage: A meta- analytical perspective, Journal of Retailing, 82(3), pp. 229-243.
188.Parasurman, A. (2000), Technology Readiness Index (TRI), Journal of Services Research, 2(4), pp.307-320.
189.Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64 (1), pp.12-40.
190.Park, C.W. and Lessig, V.P. (1981). Familiarity and its impact on consumer decision biases and heuristics, Journal of Consumer Research, 8(Sep), pp.223-230.
191.Park, N., Roman, R., Lee, S. and Chung, J.E. (2010). User acceptance of a digital library system in developing countries: An application of the Technology Acceptance Model, International Journal of Information Management, 29, pp. 196-209.
192.Peter, B. (2001). The Era of Efficiency, BusinessWeek, 18(June), pp. 94–98.
193.Pedhazur, E. and Schmelkin, L. (1991). Measurement, Design, and Analysis: An Integrated Approach. New Jersey: Lawrence Erlbaum Associates.
194.Phillips, S., Alexander, A. and Shaw, G. (2005). Consumer Misbehavior: The Rise of Self-Service Grocery Retailing and Shoplifting in the United Kingdom c. 1950-1970, Journal of Marcomarketing, 25(1), pp. 66-75.
195.Pikkarainen, T., Pikkarainen, K., Karjaluoto, H. and Pahnila, S. (2004). Consumer acceptance of online banking: an extension of the technology acceptance model, Internet Research, 14(3), pp. 224-235.
196.Pond, C. (2005). The House of Commons Library and the transfer of resources to electronic form for user self-service, 1979-2004, Aslib Proceedings: New Information Perspectives, 57(4), pp. 318-332.
197.Porter, C.E. and Donthu, N. (2006). Using the technology acceptance model to explain how attitudes determine Internet usage: The role of perceived access barriers and demographics, Journal of Business Research, 59, pp. 999-1007.
198.Prendergast, G.P. (1993). Self-service technologies in retail banking: Current and expected adoption patterns, The International Journal of Bank Marketing, 11(7), pp. 29-35.
199.Prendergast, G.P. and Marr, N.E. (1994a). The Future of Self-Service Technologies in Retail Banking, The Service Industries Journal, 14(1), pp. 94-114.
200.Prendergast, G.P. and Marr, N.E. (1994b). Disenchantment discontinuance in the diffusion of self-service technologies in the services industry: A case study in retail banking, Journal of International Consumer Marketing, 7(2), pp. 25-40.
201.Pujari, D. (2004). Self-service with a smile? Self-service technology (SST) encounters among Canadian business-to-business, International Journal of Service Industry Management, 15(2), pp. 200-219.
202.Regan, W. J. (1960). Self-Service in Retailing, Journal of Marketing, 24, pp. 43-48.
203.Regan, W. J. (1961). Full Cycle for Self-Service, Journal of Marketing, 25, pp. 15-21.
204.Reinders, M.J., Dabholkar, P.A. and Frambach, R.T. (2007). Consequences of Forcing Consumers to Use Technology-Based Self-Service, Journal of Service Research, 11(2), pp. 107-123.
205.Reinders, M.J., van Hagen, M. and Frambach, R.T. (2007). Customer Evaluations of Self-Service Technologies in Public Transport, Association for European Transport and contributors.
206.Robertson, N. and Shaw, R.N. (2005). Conceptualizing the Influence of the Self-Service Technology Context on Consumer Voice, Services Marketing Quarterly, 27(2), pp.33-50.
207.Robertson, N. and Shaw, R.N. (2009). Predicting the Likelihood of Voiced Complains in the Self-service Technology Context, Journal of Service Research, 12(1), pp. 100-116.
208.Roca, J.C., Chiu, C.M. and Martinez, F.J. (2006). Understanding e-learning continuance intention: An extension of the Technology Acceptance Model, International Journal of Human-Computer Studies, 64, pp. 683-696.
209.Roger, E.M. (1995). Diffusion of innovation (4th ed). New York: The Free Press.
210.Rosenthal, R. and Rubin, D. B. (1982). Comparing Effect Sizes of Independent Studies, Psychological Bulletin, 92, pp.500-504.
211.Rosnow, R.L. and Rosenthal, R. (2009). Effect size: why, when, and how to use them. Journal of psychology, 217(1), pp. 6-14.
212.Rowe, A.T. and Coote, L.V. (2000). Measuring Satisfaction with Interpersonal Service and Self-Service Technology, Conference proceeding form ANZMAC 2000 Visionary Marketing for the 21st Century: Facing the Challenge, pp. 1079-1084.
213.Rowley, J. (1995). Multimedia kiosks in retailing, International Journal of Retail & Distribution Management, 23(5), pp. 32-40.
214.Rowley, J. (2000). Loyalty kiosks: making loyalty cards work, British Food Journal, 102(5/6), pp. 390-397.
215.Rowley, J. and Slack, F. (2003). Kiosk in retailing: the quiet revolution, International Journal of Retail & Distribution Management, 31(6), pp. 329-339.
216.Rowley, J. and Slack, F. (2007). Information kiosks: a taxonomy, Journal of Documentation, 63(6), pp. 879-897.
217.Salib, S.A. and Wahba, K. (2005). The acceptance of “self-service” technology in the Egyptian telecom industry, International Journal of Technology Information, 31(1/2), pp. 20-38.
218.Salomann, H., Dous, M., Kolbe, L. and Brenner, W. (2007). Self-service Revisited: How to Balance High-tech and High-touch in Customer Relationships, European Management Journal, 25(4), pp. 310-319.
219.Salomann, H., Kolbe, L. and Brenner, W. (2006). Self-Services in Customer Relationships: Balancing High-Tech and High-Touch Today and Tomorrow, e-Service Journal, pp. 65-84.
220.Sanchez, R.A. and Hueros, A.D. (2010). Motivational factors that influence the acceptance of Moodle using TAM, Computers in Human Behavior, 26, pp. 1623-1640.
221.Sandelowski, M., Docherty, S. and Emden, C. (1997), Qualitative metasynthesis: issues and techniques, Research in Nursing and Health, 20(4), pp. 365-371.
222.Sandgren, F. (2009). From ‘peculiar stores’ to ‘a new way of thinking’: Discussions on self-service in Swedish trade journals, 1935–1955, Business History, 51(5), pp. 734-753.
223.Sannes, R. (2001). Self-Service Banking: Value Creation Models and Information Exchange, Informing Science, 4(3), pp. 139-148.
224.Schepers, J. and Wetzels, M. (2007). A meta-analysis of the technology acceptance model: investigating subject norm and moderation effects, Information & Management, 44, pp. 90-103.
225.Schliewe, J. and Pezoldt, K. (2010). A Cross-Cultural Comparison of Factors Influencing Self-Scan Checkout Use, Journal of Business & Economics Research, 8(10), pp. 39-47.
226.Selnes, F. and Hansen, H. (2001). The potential hazard of self-service in developing customer loyalty, Journal of Service Research, 4(2), pp. 79-90.
227.Shadish, W.R. and Haddock, K.C. (1994). Combining estimate of effect size, In H. Cooper and L.V. Hedges, eds., The Handbook of Research Synthesis, New York: Russell Sage Foundation, pp. 261-284.
228.Shamdasani, A., Mukherjee, A. and Malhotra, N. (2008). Antecedents and Consequences of Service Quality in Consumer Evaluation of Self-Service Internet Technologies, The Service Industrial Journal, 28(1), pp.117-138.
229.Shaw, G. and Alexander, A. (2008). British co-operative societies as retail innovators: Interpreting the early stages of the self-service revolution, Business History, 50(1), pp. 62-78.
230.Shelby, L.B. and Vaske, J.J. (2008). Understanding meta-analysis: A review of the methodological literature. Leisure Sciences, 30, pp. 96-110.
231.Sherden, W.A., (1988). Gaining the service quality advantage, Journal of Business Strategy, 9 (Mar-Apr), pp.45-48.
232.Shih, H.P. (2004). An empirical study on predicting user acceptance of e-shopping on the Web, Information & Management, 41, pp. 351-368.
233.Shin, D.H. (2009). Towards an understanding of the consumer acceptance of mobile wallet, Computers in Human Behavior, 25, pp. 1343-1354.
234.Shimp, T. A., and Kavas, A. (1984), The theory of reasoned action applied to coupon usage, Journal of Consumer Research, 11, pp.795-809.
235.Shun, C. and Yunjie, X. (2006). Effects of outcome, process and shopping enjoyment on online consumer behaviour, Electronic Commerce Research and Applications, 5, pp. 272-281.
236.Simon, F. and Usunier, J. C. (2007). Cognitive, Demographic, and Situational Determinants of Service Customer Preference for Personnel-in-Contact over Self-Service Technology, International Journal of Research in Marketing, 24, pp.163-173.
237.Singh, S. and Olsen, L.L. (2009). Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty, In D. Oliver et al. (eds.), Self-Service in the Internet Age, pp. 213-229.
238.Slack, F. and Rowley, J. (2002a). Online kiosk: the alternative to mobile technologies for mobile users, Internet Research, 12(3), pp. 248-257.
239.Slack, F. and Rowley, J. (2002b). Kiosks 21: a new role for information kiosks?, International Journal of Information Management, 22, pp. 67-83.
240.Slack, F. and Rowley, J. (2004). Challenges in the delivery of e-government through kiosks, Journal of Information Science, 30(4), pp. 369-377.
241.Snellman, K. and Vihtkari, T. (2003). Customer complaining behaviour in technology-based service encounters, International Journal of Service Industry Management, 14(2), pp. 217-231.
242.Stockdale, R. (2007). Managing customer relationships in the self-service environment of e-tourism, Journal of Vacation Marketing, 13(3), pp. 205-219.
243.Suh, B. and Han, I. (2002). Effect of trust on customer acceptance of Internet banking, Electronic Commerce Research and Applications, 1, pp. 247-263.
244.Sun,S., Pan, W. and Wang, L.L. (2010). A comprehensive review of effect size reporting and interpreting practices in Academic Journals in Education and Psychology. Journal of Educational Psychology, 102(4), pp. 989-1004.
245.Sundarraj, R.P. and Wu, J. (2005). Using information-systems constructs to study online- and telephone-banking technologies, Electronic Commerce Research and Applications, 4, pp. 427-443.
246.Tarcan, E., Varol, E.S. and Toker, B. (2010). A Study on the Acceptance of Information Technologies from the Perspectives of the Academicians in Turkey, Ege Academic Review, 10(3), pp. 791-812.
247.The Wall Street Journal (1990). Many consumers expect better service, Nov 12, B1.
248.Tinsley, H.E.A. and Weiss, D.J. (2000). Interrater reliability and agreement. In H. E. A. Tinsley & S. D. Brown, Eds., Handbook of Applied Multivariate Statistics and Mathematical Modeling, San Diego, CA: Academic Press, pp. 95-124.
249.Tong, X. (2010). A cross-national investigation of an extended technology acceptance model in the online shopping context, International Journal of Retail & Distribution Management, 38(10), pp. 742-759.
250.van Beuningen, J., de Ruyter, K., Wetzels, M. and Streukens, S. (2009). Customer Self-Efficacy in Technology-Based Self-Service-Assessing Between-and Within- Person Differences, Journal of Service Research, 11(4), pp. 407-428.
251.Vargo, S.L. and Lusch, R.F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, pp. 1-27.
252.Venkatesh, V., Morris, M.G., Davis, G.B. and Davis, F.D. (2003). User acceptance of information technology: Toward a unified view, MIS Quarterly, 27(3), pp. 425-478.
253.Vijayasarathy, L.R. (2004). Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model, Information & Management, 41, pp. 747-762.
254.Viswesvaran, C. and Ones, D.S. (1995). Theory testing: Combining psychometric meta-analysis and structural equations modeling, Personnel Psychology, 48, pp. 865-885.
255.Walker, R.H., Craig-Lees, M., Hecker, R. and Francis, H. (2002), Technology- Enabled Service Delivery. An Investigation or Reasons Affecting Customer Adoption and Rejection. Internal Journal of Service Industry Management, 13(1), pp. 91-106.
256.Weber, R.P. (1990). Basic Content Analysis (2nd ed.), Newbury Park, CA: Sage.
257.Weijters, B., Ranagarajan, D., Falk, T. and Schillewaert, N. (2007). Determinants and Outcomes of Customers’ Use of Self-Service Technology in a Retail Setting, Journal of Service Research, 10(1), pp.3-21.
258.Westjohn, S.A., Arnold, M.J., Magnusson, P., Zdravkovic, S. and Zhou, J.X. (2009). Technology readiness and usage: a global-identity perspective, Journal of the Academy of Marketing Science, 37(3), pp. 250-265.
259.Wimmer, R.D. and Dominick, J.R. (1994). Mass Media Research: An Introduction. Belmont: Wadsworth.
260.Wu, J.H. and Wang, S.C. (2005). What drives mobile commerce? An empirical evaluation of the revised technology acceptance model, Information & Management, 42, pp. 719-729.
261.Xue, M., Hitt, L.M. and Harker, P.T. (2007). Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking, Manufacturing & Service Operations Management, 9(4), pp. 535-558.
262.Yang, J. and Klassen, K.J. (2008). How financial markets reflect the benefits of self-service technologies, Journal of Enterprise Information Management, 21(5), pp. 448-467
263.Yang, Z. and Peterson, R.T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs, Psychology & Marketing, 21(10), pp. 799-822.
264.Yen, H.R. (2005). An Attribute-Based Model of Quality Satisfaction for Internet Self-Service Technology. The Service Industrial Journal, 25(5), pp.641-659.
265.Yi, M.Y. and Hwang, Y. (2003). Predicting the use of web-based information systems: self-efficacy, enjoyment, learning goal orientation, and the technology acceptance model, International Journal of Human-Computer Studies, 59, pp. 431-449.
266.Yi, M.Y., Jackson, J.D., Park, J.S. and Probst, J.C. (2006). Understanding information technology acceptance by individual professionals: Toward an integrative view, Information & Management, 43, pp. 350-363.
267.Yousafzai, S., Pallister, J. and Foxall, G. (2009). Multi-dimensional role of trust in Internet banking adoption, The Service Industries Journal, 29(5), pp. 591-605.
268.Zeithaml V.A. (2000), Service marketing: Integrating customer focus across the firm. 2nd ed.
269.Zeithaml, V.A. and Bitner, M.J. (2000), Services marketing: integrating customer focus across the firm (2nd. ed). London : McGraw-Hill.
270.Zeng, F., Hu, Z., Chen, R. and Yang, Z. (2009). Determinants of online service satisfaction and their impacts on behavioural intentions, Total Quality Management, 20(9), pp. 953-969.
271.Zhao, X., Mattila, A.S. and Tao, L.S.E. (2008). The role of post-training self-efficacy in customers’ use of self service technologies, International Journal of Service Industry Management, 19(4), pp.492-505.
272.Zhong, H. (2007). Research on reader self-service in a public library, Library Management, 28(1/2), pp. 101-106.
273.Zhu, Z., Nataka C., Sivakumar, K. and Grewal, D. (2007). Self-Service Technology Effectiveness: The Role of Design Features and Individual Traits, Journal of Academy of Marketing Science, 35, pp.492-506.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
無相關著作
 
QR Code
QRCODE