The Role of Service Agent, Service Quality, and User Satisfaction in Self-Service Technology.
Aihua YanStan SolomonDinesh A. MirchandaniMary C. LacityJaana PorraPublished in: ICIS (2013)
Keyphrases
- service quality
- user satisfaction
- customer satisfaction
- information systems
- technology acceptance
- service providers
- user perceptions
- online shopping
- competitive advantage
- customer support
- information quality
- call center
- financial risk
- agent technology
- decision making
- electronic commerce
- business intelligence
- job satisfaction
- structural equation modeling
- technology adoption
- competitive environment
- data mining
- learning process