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The Service industries journal, 2008-07, Vol.28 (6), p.719-732
Ort / Verlag
London: Routledge
Erscheinungsjahr
2008
Link zum Volltext
Quelle
Business Source Ultimate
Beschreibungen/Notizen
This study examined how customers perceived and classified a set of 12 self-service technologies (SSTs) based on multidimensional scaling. The authors describe first, how the classifications developed by Lovelock are perceived by consumers and then, how the individual SSTs map onto those classifications. Results of the study show that 67% of the variance in classification is explained by two dimensions of customization/standardization and separability/inseparability. The authors also propose a typology for the SSTs based on their groupings in the classification framework. The authors discuss the managerial implications of the findings and suggest directions for future academic research.