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Business, international

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Mixed findings on the service recovery paradox

Article Abstract:

Definitional and methodological issues were considered in testing the service recovery paradox and double deviation on the customers' overall satisfaction. It was found that after two transactional evaluations, initial overall satisfactin can still be carried over if the customer is somewhat satisfied with recovery efforts. On the otherhand, highly dissatisfied or somewhat dissatisfied customers on recovery efforts display the effects of double deviation.

Author: Shanklin, Carol W., Back, Ki-Joon, Ok, Chihyung
Publisher: Frank Cass & Company Ltd.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2007
United States, Surveys, Report

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Self-scanning technologies in retail: determinants of adoption

Article Abstract:

Encouraging customers to use self-scanning devices at the billing counter in retail stores for increasing customer satisfaction levels is examined.

Author: Marzocchi, Gian Luca, Zammit, Alessandra
Publisher: Frank Cass & Company Ltd.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2006
Italy, Marketing procedures, Retail Trade, Computer peripheral equipment, not elsewhere classified, Other Computer Peripheral Equipment Manufacturing, Key-Verifiers, Usage, Retail industry, Technology application, Bar code scanners, Barcode/mark reader, Customer relations, Self-checkout

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Self-service technology and the service encounter

Article Abstract:

The effects of self-service technologies, such as automatic teller machines, on customer satisfaction are presented.

Author: Coote, Leonard V., Beatson, Amanda, Lee, Nick
Publisher: Frank Cass & Company Ltd.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2007
Australia, Self-service, Self service

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Subjects list: Analysis, Customer satisfaction
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