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dc.contributor.authorSingh, Sangeeta
dc.date.accessioned2014-11-07T14:07:33Z
dc.date.available2014-11-07T14:07:33Z
dc.date.issued2014
dc.identifier.citationThe Journal of Applied Management and Entrepreneurship, 19(2014)3: 50-69nb_NO
dc.identifier.issn1077-1158
dc.identifier.urihttp://hdl.handle.net/11250/225475
dc.descriptionThis is the originally published version of the article. The journal is Open Access and available at http://www.whitneypress.com/jame/nb_NO
dc.description.abstractManagers fear that not only are consumers less satisfied and loyal when they use technology-based interfaces but that increased satisfaction may not necessarily result in higher loyalty. The underlying assumption is that technology is responsible for differences in evaluative processes used to judge electronically provided services, which affects customer satisfaction and loyalty and the link between the two. We bridge the gap in services literature by comparing an existing model of loyalty across three different interface types- human, automated phone, and Internet- to find support that technology does not alter the established relationships. The study contributes by identifying the role of technology in these relationships and the relative importance of constructs in predicting loyalty.nb_NO
dc.language.isoengnb_NO
dc.publisherNova Southeastern Universitynb_NO
dc.titleTo automate or not to automate? Is that the question?nb_NO
dc.typeJournal articlenb_NO
dc.typePeer reviewednb_NO
dc.source.journalThe Journal of Applied Management and Entrepreneurshipnb_NO
dc.description.localcode1, OAnb_NO


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