Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
| Autor: | Meuter, Matthew L., Ostrom, Amy L., Roundtree, Robert I., Bitner, Mary Jo |
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| Zdroj: | Journal of Marketing, 2000 Jul 01. 64(3), 50-64. |
| Databáze: | JSTOR Journals |
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