L9R1. Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, & Mary Jo Bitner, “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters” Journal of Marketing, July 2000 | ISSD Fall 2009

L9R1. Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, & Mary Jo Bitner, “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters” Journal of Marketing, July 2000

Fri, 07/10/2009 - 22:39 — admin

Guide Questions

What is a service encounter?
What are marketspace interactions?
What are the main sources of satisfaction that arise from interpersonal interaction?

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L9
L9R1