Abstracts

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.

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.

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.

Australia, Self-service, Self service

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