Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality

Article Abstract:

Service firms are examining the likelihood of increasing technology-based self-service options for customers. An overall affect model gauges the consumers' predispositions toward using the technological products. An attribute-based model involves consumer evaluations on service delivery qualities such as speed, convenience, reliability and control. Enhanced technology-based self-service options would mean reduced production and labor costs for service firms aside from an improved industry stature.

Professional, Scientific, and Technical Services, BUSINESS SERVICES, Evaluation, Marketing, Customer service, Services industry, Service industries, Self-service, Self service

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Network configuration and innovation success: an empirical analysis in German high-tech industries

Article Abstract:

Innovation success is directly tied to a company's technological network. This was revealed by a survey of 231 high-technology firms in Germany which showed the existence of different network configurations and their effect on product and process innovation success. The analysis interpreted networks based on structure and intensity of technological interweavement as either islands, manufacturers, toddlers, highways, visionary, competence acquirer and spider.

High technology industry, Business success

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Drivers of upward and downward migration: An empirical investigation among theatregoers

Article Abstract:

The conceptual model of customer migration and the development of research hypotheses regarding both downward and upward migration seen among theatregoers are presented. The results show that the service experience influences primarily the customer to repeat purchase decision.

Surveys, Marketing research, Consumer preferences, Logits, Consumer research

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