THE VALUE OF SELF-SERVICE: LONG-TERM EFFECTS OF TECHNOLOGY-BASED SELF-SERVICE USAGE ON CUSTOMER RETENTION.
| Autor: | Scherer, Anne (AUTHOR) ascherer@ethz.ch, Wünderlich, Nancy V. (AUTHOR) Nancy.Wuenderlich@wiwi.uni-paderborn.de, von Wangenheim, Florian (AUTHOR) fwangenheim@ethz.ch |
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| Zdroj: | MIS Quarterly. Mar2015, Vol. 39 Issue 1, p177-200. 24p. 1 Diagram, 5 Charts, 2 Graphs. |
| Databáze: | Business Source Ultimate |
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