The Role of Service Agent, Service Quality, and User Satisfaction in Self-Service Technology
The Role of Service Agent, Service Quality, and User Satisfaction in Self-Service Technology
Aihua Yan,Stan Solomon,2 Authors,Jaana Porra
2013 · DBLP: conf/icis/YanSMLP13
International Conference on Interaction Sciences · 13 Citations
TLDR
The results indicated that consumers perceived higher levels of reliability, assurance, and empathy from human agents compared to SSTs, but did not perceive a significant difference in responsiveness.