Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting
Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting
Bert Weijters,Deva Rangarajan,T. Falk,N. Schillewaert
2007 · DOI: 10.1177/1094670507302990
416 Citations
TLDR
The authors investigate the impact of SST usage on customers' perceptions of waiting time and, consequently, on their level of satisfaction with the shopping experience, and the moderating effects of age, education, and gender are analyzed.