Open AccessJournal Article
Role of Affect and Need For Interaction in On-Site Service Encounters
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This article is published in ACR North American Advances.The article was published on 1992-01-01 and is currently open access. It has received 73 citations till now. The article focuses on the topics: Service (business) & Affect (psychology).read more
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Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.
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The influence of technology anxiety on consumer use and experiences with self-service technologies
TL;DR: In this paper, the authors explore usage patterns and benefits of using self-service technologies (SSTs) based on a sample of 823 consumers and assess the influence of individual characteristics, specifically technology anxiety (TA) and particular demographics, on SST usage and satisfaction levels.
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Self‐service technology adoption: comparing three technologies
TL;DR: In this article, a conceptual model of the adoption process for self-service technologies is developed and tested across three different technologies used in the banking industry: ATMs, bank by phone and online banking.
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Mobile-banking adoption by Iranian bank clients
TL;DR: Adaptation with life style and trust were found to be the most significant antecedents explaining the adoption of mobile banking among Iranian clients.
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The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences
TL;DR: In this paper, a new moderating variable called "target-arousal level" was introduced to advance our understanding of the role of pleasure and arousal in the satisfaction evaluation process, and the results from their experimental study indicate that the traditional pleasure-ARousal interaction effect might be limited to high target arousal situations.