ARTICLES ON TECHNOLOGY-BASED SELF-SERVICE, SERVICE QUALITY, AND ONLINE SERVICE

    By Dr. Pratibha A. Dabholkar

        Dr. Pratibha A. Dabholkar (Ph.D., Georgia State University, 1991) is internationally recognized as a pioneer in research on technology in services marketing. She is a leading educator and seminar presenter on that subject area, as well as on service quality research. Dr. Dabholkar has published seminal journal articles on a variety of business research topics, including business-to-business relationships, customer choice models, and means-end analysis. Only her articles and papers on technology in service delivery, technology-based self-service, Internet marketing, attitudinal research, customer participation, service quality, and customer satisfaction are listed here.

        For more information on a specific article or paper, please click the appropriate link below.

“Increasing the Attractiveness of Mass Customization: The Role of Complementary Online Services and Range of Options”

"A Dual-Sequence Framework for B2C Relationship Formation: Moderating Effects of Employee Communication Style in Online Group Chat"

"Perceptions of Download Delays: Relation to Actual Waits, Web Site Abandoning, and Stage of Delay"

“Consequences of Forcing Consumers to Use Technology-Based Self-Service”

“The Role of Perceived Control and Gender in Consumer Reactions to Download Delays"

"The Role of Customer Contact Employees as External Customers: A Conceptual Framework for Marketing Strategy and Future Research”

“Perceived Download Waiting in Using Web Sites: A Conceptual Framework with Mediating and Moderating Effects”

"Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style"

“Factors Influencing Consumer Choice of a ‘Rating Web Site’: An Experimental Investigation of an Online Interactive Decision Aid”

“An Investigation of Real Estate Agent Service to Home Sellers: Relevant Factors and Attributions”

“Linking Process and Outcome to Service Quality and Customer Satisfaction Evaluations: An Investigation of Real Estate Agent Service”

“Online Commercial Chat: A New Tool For E-Business Success”

“Understanding Consumer Motivation and Behavior Related to Self-Scanning in Retailing: Implications for Strategy and Research on Technology-Based Self-Service”

“An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors”

“Integrating Attitudinal Theories to Understand and Predict Use of Technology-Based Self-Service: The Internet as an Illustration”

 “Technology in Service Delivery: Implications for Self-Service and Service Support”

 “A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study”

“Service Evaluation and Switching Behavior for Experiential Services: An Empirical Test of Gender Differences within a Broader Conceptual Framework”

“Consumer Expectations of Technology-Based Self-Service Options: An Investigation of Alternative Models of Service Quality”

“A Measure of Service Quality for Retail Stores: Scale Development and Validation”

“The Convergence of Customer Satisfaction and Service Quality Evaluations with Increasing Customer Patronage”

“A Contingency Framework for Predicting Causality between Customer Satisfaction and Service Quality”

“Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes”

“Technology-Based Service Delivery: A Classification Scheme for Developing Marketing Strategies”

“Does Customer Satisfaction Predict Postpurchase Intentions”

“Customer Satisfaction and Service Quality: Two Constructs or One?”

“The Role of Prior Behavior and Category-Based Affect in On-Site Service Encounters”

“Using Technology‑Based Self-Service Options to Improve Perceived Service Quality”

“How to Improve Perceived Service Quality by Increasing Customer Participation”

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