Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

Brown, Stephen W.; Ostrom, Amy L.; Bitner, Mary Jo; Meuter, Matthew L.

doi:10.1509/jmkg.69.2.61.60759

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Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

Author(s): Matthew L. Meuter , Mary Jo Bitner , Amy L. Ostrom , Stephen W. Brown

Publication date Created: April 2005

Publication date (Print): April 2005

Journal: Journal of Marketing

Publisher: American Marketing Association (AMA)

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Role Conflict and Ambiguity in Complex Organizations

John Rizzo, Robert J. House, Sidney Lirtzman (1970)

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Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Matthew Meuter, Amy Ostrom, Robert I. Roundtree … (2000)

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Perceived Usefulness, Ease of Use, and Usage of Information Technology: A Replication

Peter Todd, Dennis Adams, R. Nelson (1992)

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Title: Journal of Marketing

Abbreviated Title: Journal of Marketing

Publisher: American Marketing Association (AMA)

ISSN (Print): 0022-2429

Publication date Created: April 2005

Publication date (Print): April 2005

Volume: 69

Issue: 2

Pages: 61-83

Article

DOI: 10.1509/jmkg.69.2.61.60759

SO-VID: d003789b-0a46-4f72-b6ea-3faf17397223

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Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

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RNA drug delivery

Most cited references 36

Role Conflict and Ambiguity in Complex Organizations

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Perceived Usefulness, Ease of Use, and Usage of Information Technology: A Replication

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