Managing Consumer Resistance to Innovations
2005). At the same time, service companies increasingly involve active participation by customers in the service process (Bendapudi and Leone 2003). ... Technology-based self-service3, such as touch screens in department stores and information kiosks at hotels, as well as aoff-sitea ... by Time magazine suggests athe end of customer servicea as one of ten ideas that are changing the world (Kiviat 2008).
| Title | : | Managing Consumer Resistance to Innovations |
| Author | : | |
| Publisher | : | Rozenberg Publishers - 2010 |
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