How customers view self-service technologies there can be substantial differences between managers' and customers' perspectives on new self-service technologies - Kimes, Sheryl E.; Collier, Joel E. (MIT Sloan Management Review, 2015)
"Vol. 57, no.1 Reprint #57118.". - Online resource; title from cover (viewed April 8, 2016)
Keywords: Consumer behavior; Customer relations; Consommateurs; Comportement