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Why should I do it myself`? Hedonic and utilitarian motivations of customers' intention to use self-service technologies

URN to cite this document:
urn:nbn:de:bvb:355-epub-318491
Cetto, Alexandra ; Klier, Julia ; Klier, Mathias
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Date of publication of this fulltext: 13 May 2015 11:54


Abstract

Customer self-service technologies (SST) have been gaining increasing economic importance given their proliferation in the customer service industry. Self-service kiosks have gradually been replacing traditional service employees and their progress is expected to continue. The growing relevance of SST results in the need for companies to understand why customers are willing to use SST and which ...

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