## Abstract The influence of customers' affective states on the evaluation of service encounters has been conceptually discussed for more than a decade. However, empirical studies, field studies in particular, are scarce. Recent studies have contributed to the area by empirically demonstrating mood
Impact of Technology-Based Self-Service on Employees, Customers, and Sales in the Korean Services Market
β Scribed by Yeonhee Lee; Sooyoung Kim; Jinsook Yoo
- Book ID
- 107595673
- Publisher
- Springer-Verlag
- Year
- 2009
- Weight
- 362 KB
- Volume
- 3
- Category
- Article
- ISSN
- 1864-0753
No coin nor oath required. For personal study only.
π SIMILAR VOLUMES
## Abstract This study examines the role of consumer technology paradoxes within the context of selfβservice technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in
This paper examines the simultaneous impact of demand variability, demand skew, and configuration capacity on customer service in a configureβtoβorder environment. Simulation is done in ARENA and data are analyzed using ANOVA and MANOVA. The findings indicate that the factors studied have differenti