Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, +1

Journal of Marketing

Customer SatisfactionSelf-service TechnologiesConsumer ResearchEducationSocial Influence +15

Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

Matthew L. Meuter, Mary Jo Bitner, Amy L. Ostrom, +1

Journal of Marketing

Customer SatisfactionDigital MarketingSelf-service TechnologiesConsumer ResearchTechnology Adoption +14

Moving Forward and Making a Difference: Research Priorities for the Science of Service

Amy L. Ostrom, Mary Jo Bitner, Stephen Brown, +5

Journal of Service Research

OrganizationsService InnovationServices ManagementResearch PrioritiesManagement +16

Service Research Priorities in a Rapidly Changing Context

Amy L. Ostrom, A. Parasuraman, David E. Bowen, +1

Journal of Service Research

Customer SatisfactionService InnovationDigital MarketingServices ManagementService Infusion +16

The influence of technology anxiety on consumer use and experiences with self-service technologies

Matthew L. Meuter, Amy L. Ostrom, Mary Jo Bitner, +1

Journal of Business Research

Customer SatisfactionSelf-service TechnologyUser PerceptionTechnology Acceptance ModelSelf-service Technologies +11

Domo Arigato Mr. Roboto

Jenny van Doorn, Martin Mende, Stephanie Noble, +4

Journal of Service Research

Artificial IntelligenceCustomer SatisfactionEngineeringSocially Assistive RobotRobotic Agent +17

Service Blueprinting: A Practical Technique for Service Innovation

Mary Jo Bitner, Amy L. Ostrom, Felicia N. Morgan

California Management Review

Service InnovationSmart ManufacturingPhysical PropertiesService BlueprintingManagement +15

Transformative service research: An agenda for the future

Laurel Anderson, Amy L. Ostrom, Canan Corus, +9

Journal of Business Research

Service StudyManagementService ScienceSocial InnovationTransformative Service Research +1

Client Co-Production in Knowledge-Intensive Business Services

Lance A. Bettencourt, Amy L. Ostrom, Stephen Brown, +1

California Management Review

Service ProviderCustomer SatisfactionService SolutionBusiness IntelligenceService Study +13

Consumer Trade-Offs and the Evaluation of Services

Amy L. Ostrom, Dawn lacobucci

Journal of Marketing

Customer SatisfactionConsumer UncertaintyService AlternativesConsumer ResearchConjoint Analysis +15