Nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. The attempts of organizations in this situation are witnesses to this matter. In the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. One of...

This study investigates factors influencing the customers’ decision to use self-service kiosks in quick service restaurants. A model incorporating Technology Acceptance Model and Satisfaction was developed examine relationships among trust, self-efficacy, perceived ease of use, usefulness, enjoyment, value, satisfaction behavioural intention toward using these kiosks. The moderating impact age,...

Advancements in information technology have changed the way customers experience a service encounter and their relationship with service providers. Especially technology-based self-service channels have found their way into the 21 century service economy. While research embraces these channels for their cost-efficiency, it has not examined whether a shift from personal to self-service affects c...

services require high involvement of consumer in consumption process. when consumers experience a service, their evaluation of service quality will change. the propose of current study is to provide a conceptual model for measuring hardware and software quality of banking services in the context of iran’s banking industry. current study is descriptive-applicable one in which has been done by a ...

This paper argues that most banks have failed to exploit the potential of self-service banking because they base their service design on an incomplete business model for self-service. A framework for evaluation of self-service banking concepts is developed on the basis of Stabell and Fjeldstad’s three value configurations. The value network and the value shop are consistent with self-service ba...