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Customer-Perceived Service-Quality and Technology-Based Self-Service

Publiceringsår: 2001
Språk: Engelska
Sidor: 281
Dokumenttyp: Doktorsavhandling
Förlag: Lund Business Press, Institute of Economic Research, P.O. Box 7080, SE-220 07 LUND, Sweden,


This doctoral thesis deals with consumers’ attitudes towards serving them-selves with machines rather than being served by personnel. Its aim is to contribute to the theory of perceived service quality by providing a better understanding of customers’ attitudes and preferences when using technology-based self-service. In addition to aspects of service dealt with by traditional service-quality research, this study also deals with those characteristics of the customer that are likely to influence the evaluation of these forms of service delivery. Two empirical studies of self-checkouts are presented, one in a grocery store and one in a public library. Methodologically, the research process is built on three qualitative field studies validated by statistical analysis of two quantitative field studies.


Ekonomicentrum, EC3:207
  • Ko de Ruyter (Professor)


  • Business Administration
  • Nationalekonomi
  • economic policy
  • economic systems
  • economic theory
  • econometrics
  • Economics
  • service technology
  • customer characteristics
  • self-service technology
  • service marketing
  • Service quality
  • technology-based self-service
  • ekonometri
  • ekonomisk teori
  • ekonomiska system
  • ekonomisk politik
  • Management of enterprises
  • Företagsledning
  • management


  • ISBN: 91-974074-1-0
  • ISRN: LUSADGSAEK-01-1069

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