{"id":"https://openalex.org/W146702847","doi":null,"title":"THE ROLE OF SERVICE AGENT , SERVICE QUALITY , AND USER SATISFACTION IN SELF -SERVICE TECHNOLOGY","display_name":"THE ROLE OF SERVICE AGENT , SERVICE QUALITY , AND USER SATISFACTION IN SELF -SERVICE TECHNOLOGY","publication_year":2013,"publication_date":"2013-12-01","ids":{"openalex":"https://openalex.org/W146702847","mag":"146702847"},"language":"en","primary_location":{"id":"pmh:oai:CiteSeerX.psu:10.1.1.1006.9026","doi":null,"is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.1006.9026","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article%3D1060%26context%3Dicis2013","raw_type":"text"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5069182422","display_name":"Aihua Yan","orcid":"https://orcid.org/0000-0002-9381-3697","observed_orcids":["https://orcid.org/0000-0002-9381-3697"]},"institutions":[{"id":"https://openalex.org/I208333798","display_name":"University of Missouri\u2013St. Louis","ror":"https://ror.org/037cnag11","country_code":"US","type":"education","lineage":["https://openalex.org/I208333798"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Aihua Yan","raw_affiliation_strings":["Univ. of Missouri at St. Louis"],"raw_orcid":"https://orcid.org/0000-0002-9381-3697","affiliations":[{"raw_affiliation_string":"Univ. of Missouri at St. Louis","institution_ids":["https://openalex.org/I208333798"]}]},{"author_position":"middle","author":{"id":null,"display_name":"S. C. Solomon","orcid":"https://orcid.org/0000-0002-5291-3034","observed_orcids":["https://orcid.org/0000-0002-5291-3034"]},"institutions":[{"id":"https://openalex.org/I208333798","display_name":"University of Missouri\u2013St. Louis","ror":"https://ror.org/037cnag11","country_code":"US","type":"education","lineage":["https://openalex.org/I208333798"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"S. C. Solomon","raw_affiliation_strings":["Univ. of Missouri at St. Louis"],"raw_orcid":"https://orcid.org/0000-0002-5291-3034","affiliations":[{"raw_affiliation_string":"Univ. of Missouri at St. Louis","institution_ids":["https://openalex.org/I208333798"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5026240121","display_name":"Dinesh A. Mirchandani","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I208333798","display_name":"University of Missouri\u2013St. Louis","ror":"https://ror.org/037cnag11","country_code":"US","type":"education","lineage":["https://openalex.org/I208333798"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Dinesh A. Mirchandani","raw_affiliation_strings":["Univ. of Missouri at St. Louis"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Univ. of Missouri at St. Louis","institution_ids":["https://openalex.org/I208333798"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5081080352","display_name":"Mary C. Lacity","orcid":"https://orcid.org/0000-0003-3363-7086","observed_orcids":["https://orcid.org/0000-0003-3363-7086"]},"institutions":[{"id":"https://openalex.org/I208333798","display_name":"University of Missouri\u2013St. Louis","ror":"https://ror.org/037cnag11","country_code":"US","type":"education","lineage":["https://openalex.org/I208333798"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mary C. Lacity","raw_affiliation_strings":["Univ. of Missouri at St. Louis"],"raw_orcid":"https://orcid.org/0000-0003-3363-7086","affiliations":[{"raw_affiliation_string":"Univ. of Missouri at St. Louis","institution_ids":["https://openalex.org/I208333798"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5013549053","display_name":"Jaana Porra","orcid":"https://orcid.org/0000-0001-7563-0558","observed_orcids":["https://orcid.org/0000-0001-7563-0558"]},"institutions":[{"id":"https://openalex.org/I44461941","display_name":"University of Houston","ror":"https://ror.org/048sx0r50","country_code":"US","type":"education","lineage":["https://openalex.org/I44461941"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Jaana Porra","raw_affiliation_strings":["[Univ. of Houston]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"[Univ. of Houston]","institution_ids":["https://openalex.org/I44461941"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.9355,"has_fulltext":false,"cited_by_count":10,"citation_normalized_percentile":{"value":0.91774861,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":87,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"4159","last_page":"4179"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9740999937057495,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9740999937057495,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.016599999740719795,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.006899999920278788,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/self-service-technology","display_name":"self-service technology","score":0.9739999771118164},{"id":"https://openalex.org/keywords/service-agents","display_name":"service agents","score":0.7910000085830688},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7639999985694885},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7110000252723694},{"id":"https://openalex.org/keywords/servqual-dimensions","display_name":"SERVQUAL dimensions","score":0.8550000190734863},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.875},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9980000257492065},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.9950000047683716},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9990000128746033}],"concepts":[{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.8120719194412231},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7535911798477173},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6975280046463013},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6655905842781067},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5579422116279602},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.5380716919898987},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4531436860561371},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.43879905343055725},{"id":"https://openalex.org/C106436119","wikidata":"https://www.wikidata.org/wiki/Q836575","display_name":"Quality assurance","level":3,"score":0.43650099635124207},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.43256354331970215},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42664024233818054},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3674362897872925},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.3537859320640564},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3038346767425537},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.26680850982666016},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:CiteSeerX.psu:10.1.1.1006.9026","doi":null,"is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.1006.9026","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article%3D1060%26context%3Dicis2013","raw_type":"text"},{"id":"mag:146702847","doi":null,"is_oa":false,"landing_page_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1060&context=icis2013","pdf_url":null,"source":{"id":"https://openalex.org/S4306419566","display_name":"International Conference on Information Systems","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"International Conference on Information Systems","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":73,"referenced_works":["https://openalex.org/W116282327","https://openalex.org/W1484668315","https://openalex.org/W1496783311","https://openalex.org/W1516798127","https://openalex.org/W1521717648","https://openalex.org/W1534817507","https://openalex.org/W1538264000","https://openalex.org/W1542558466","https://openalex.org/W1546595698","https://openalex.org/W1564659614","https://openalex.org/W1595575146","https://openalex.org/W1605991455","https://openalex.org/W1608836379","https://openalex.org/W1857675993","https://openalex.org/W1942133575","https://openalex.org/W1967712187","https://openalex.org/W1971052900","https://openalex.org/W1971713807","https://openalex.org/W1974353455","https://openalex.org/W1974866703","https://openalex.org/W1976978207","https://openalex.org/W1979522819","https://openalex.org/W1987522107","https://openalex.org/W1990513740","https://openalex.org/W1995294594","https://openalex.org/W1997071685","https://openalex.org/W1997267162","https://openalex.org/W2005146848","https://openalex.org/W2023669794","https://openalex.org/W2026368098","https://openalex.org/W2027501190","https://openalex.org/W2028809046","https://openalex.org/W2029483732","https://openalex.org/W2029758834","https://openalex.org/W2038857086","https://openalex.org/W2042399691","https://openalex.org/W2042629033","https://openalex.org/W2044181659","https://openalex.org/W2046669440","https://openalex.org/W2048553209","https://openalex.org/W2052421657","https://openalex.org/W2055077282","https://openalex.org/W2055413543","https://openalex.org/W2057012437","https://openalex.org/W2057864696","https://openalex.org/W2063462484","https://openalex.org/W2063829831","https://openalex.org/W2070919816","https://openalex.org/W2073733140","https://openalex.org/W2080415255","https://openalex.org/W2086159824","https://openalex.org/W2096779672","https://openalex.org/W2100379340","https://openalex.org/W2106245422","https://openalex.org/W2111628838","https://openalex.org/W2112883678","https://openalex.org/W2122912498","https://openalex.org/W2126622066","https://openalex.org/W2129232680","https://openalex.org/W2142418121","https://openalex.org/W2143242709","https://openalex.org/W2143778610","https://openalex.org/W2143852449","https://openalex.org/W2150456386","https://openalex.org/W2150563888","https://openalex.org/W2152815552","https://openalex.org/W2153394683","https://openalex.org/W2154883964","https://openalex.org/W2184567177","https://openalex.org/W2316110746","https://openalex.org/W2478543664","https://openalex.org/W3015634246","https://openalex.org/W3125727143"],"related_works":["https://openalex.org/W107594914","https://openalex.org/W7005878169","https://openalex.org/W2794917211","https://openalex.org/W3000865480","https://openalex.org/W2125498939","https://openalex.org/W1584693823","https://openalex.org/W99552212","https://openalex.org/W2243385452","https://openalex.org/W7133404207","https://openalex.org/W1974866703"],"abstract_inverted_index":{"This":[0,142],"paper":[1],"seeks":[2],"to":[3,68,114],"answer":[4],"two":[5],"questions:":[6],"(1)":[7],"Do":[8],"consumers":[9,39,58,101],"perceive":[10,60,119],"the":[11,126],"four":[12,36],"service":[13,62,76,127,136],"quality":[14,63,77,128],"dimensions":[15,37,129],"(reliability,":[16],"responsiveness,":[17],"assurance,":[18,107],"and":[19,28,31,108,149],"empathy)":[20],"differently":[21,133],"when":[22,42,134],"interacting":[23],"with":[24],"Self-Service":[25],"Technologies":[26],"(SSTs)":[27],"human":[29,47,65,111,138],"agents?":[30,48],"(2)":[32],"How":[33],"do":[34],"these":[35],"affect":[38],"\u2019":[40],"satisfaction":[41,132],"using":[43,46,90],"SSTs":[44],"versus":[45,140],"Based":[49],"on":[50,83],"an":[51],"extensive":[52],"literature":[53],"review,":[54],"we":[55,72],"propose":[56,73],"that":[57,74,100],"will":[59,78],"higher":[61,75,103],"from":[64,69,94,110,137],"agents":[66,112,139],"compared":[67,113],"SSTs.":[70,141],"Additionally,":[71],"have":[79],"a":[80,120],"positive":[81],"impact":[82],"consumer":[84,131],"satisfaction.":[85],"We":[86],"tested":[87],"our":[88],"propositions":[89],"experimental":[91],"data":[92],"collected":[93],"181":[95],"subjects.":[96],"The":[97],"results":[98],"indicated":[99],"perceived":[102],"levels":[104],"of":[105],"reliability,":[106],"empathy":[109],"SSTs,":[115],"but":[116],"did":[117],"not":[118],"significant":[121],"difference":[122],"in":[123],"responsiveness.":[124],"Furthermore,":[125],"affected":[130],"receiving":[135],"study":[143],"raises":[144],"important":[145],"implications":[146],"for":[147],"research":[148],"practice.":[150]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
