Gender differences in consumer evaluations of service quality: self-service kiosks in retail

被引：33
|
作者：
Lee, Hyun-Joo [1 ]
Fairhurst, Ann [2 ]
Cho, Hyeon Jeong [3 ]
机构：
[1] Oklahoma State Univ, Stillwater, OK 74078 USA
[2] Univ Tennessee, Knoxville, TN USA
[3] Univ N Carolina, Greensboro, NC 27412 USA
来源：
SERVICE INDUSTRIES JOURNAL | 2013年 / 33卷 / 02期
关键词：
perceived quality; self service technology; technology acceptance; interactivity; COMPUTER ANXIETY; PERCEPTIONS; INTERNET; ONLINE; MODEL; CONSEQUENCES; SATISFACTION; DELIVERY;
D O I：
10.1080/02642069.2011.614346
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
This study investigates the effect of consumer characteristics on service quality for self-service kiosks, which, in turn, leads to the actual use of self-service kiosks. In addition, the authors attempt to explore gender differences in two aspects. First, it is investigated if the evaluation process of service quality differs by gender. Second, the moderating effect of gender on the relationships in the conceptual model is examined.
引用
收藏
页码：248 / 265
页数：18
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