Concepedia

Self-service Revisited:

Harald Salomann, Malte Dous, Lutz M. Kolbe, Walter Brenner

European Management Journal · 2007 · 25 citations · 13 references

DOIFull text

Open access

References

13

Building Theories from Case Study Research

Kathleen M. Eisenhardt · Academy of Management Review · 1989 · 23.2K citations · Full text

, , +13

The Principles of Scientific Management.

Lord Woolf, Frederick Winslow Taylor, Walter Dill Scott et al. · The Economic Journal · 1912 · 5.3K citations · Full text

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

Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree et al. · Journal of Marketing · 2000 · 2.9K citations

, , +17

Customer-Employee Rapport in Service Relationships

Dwayne D. Gremler, Kevin P. Gwinner · Journal of Service Research · 2000 · 1.1K citations

, , +8

Knowledge-worker productivity: the biggest challenge

Peter F. Drucker · IEEE Engineering Management Review · 2006 · 1.1K citations

, , +9