{"id":"https://openalex.org/W30460339","doi":null,"title":"Customer-Perceived Service-Quality and Technology-Based Self-Service","display_name":"Customer-Perceived Service-Quality and Technology-Based Self-Service","publication_year":2001,"publication_date":"2001-01-01","ids":{"openalex":"https://openalex.org/W30460339","mag":"30460339"},"language":"en","primary_location":{"id":"pmh:oai:lup.lub.lu.se:f599b505-3a63-4265-85c5-b4f6922e6d1b","doi":null,"is_oa":false,"landing_page_url":"https://lup.lub.lu.se/record/19993","pdf_url":null,"source":{"id":"https://openalex.org/S4306400536","display_name":"Lund University Publications (Lund University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I187531555","host_organization_name":"Lund University","host_organization_lineage":["https://openalex.org/I187531555"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/doctoralThesis"},"volume":null,"type":"dissertation","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/A5064334453","display_name":"Johan Anselmsson","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Johan Anselmsson","raw_affiliation_strings":["Department of Business Administration"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5064334453"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":52,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9375,"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":0.9375,"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":0.031700000166893005,"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":0.017500000074505806,"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/perceived-service-quality","display_name":"perceived service quality","score":0.8880000114440918},{"id":"https://openalex.org/keywords/self-service-technology","display_name":"self-service technology","score":0.9580000042915344},{"id":"https://openalex.org/keywords/self-checkout","display_name":"self-checkout","score":0.8019999861717224},{"id":"https://openalex.org/keywords/consumer-attitudes","display_name":"consumer attitudes","score":0.8569999933242798},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.7170000076293945},{"id":"https://openalex.org/keywords/grocery-stores","display_name":"grocery stores","score":0.8029999732971191},{"id":"https://openalex.org/keywords/public-libraries","display_name":"public libraries","score":0.9819999933242798},{"id":"https://openalex.org/keywords/customer-characteristics","display_name":"client characteristics","score":0.5009999871253967}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6348999738693237},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6086596846580505},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.558597207069397},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5493032336235046},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.5421183705329895},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5317163467407227},{"id":"https://openalex.org/C9652623","wikidata":"https://www.wikidata.org/wiki/Q190109","display_name":"Field (mathematics)","level":2,"score":0.49204227328300476},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4712695777416229},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.462196409702301},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4223771393299103},{"id":"https://openalex.org/C2775906791","wikidata":"https://www.wikidata.org/wiki/Q1369310","display_name":"Self-service","level":2,"score":0.4115196168422699},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.40657731890678406},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.38041478395462036},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0708460807800293},{"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/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:lup.lub.lu.se:f599b505-3a63-4265-85c5-b4f6922e6d1b","doi":null,"is_oa":false,"landing_page_url":"https://lup.lub.lu.se/record/19993","pdf_url":null,"source":{"id":"https://openalex.org/S4306400536","display_name":"Lund University Publications (Lund University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I187531555","host_organization_name":"Lund University","host_organization_lineage":["https://openalex.org/I187531555"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/doctoralThesis"},{"id":"mag:30460339","doi":null,"is_oa":false,"landing_page_url":"https://lup.lub.lu.se/search/publication/f599b505-3a63-4265-85c5-b4f6922e6d1b","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[{"id":"https://openalex.org/G1829698451","display_name":"Establishment of in vivo immunopharmacology","funder_award_id":"16H02619","funder_id":"https://openalex.org/F4320334764","funder_display_name":"Japan Society for the Promotion of Science"},{"id":"https://openalex.org/G1965359294","display_name":"\u304c\u3093\u7d30\u80de\u8ee2\u79fb\u3092\u53ef\u8996\u5316\u3059\u308b\u30b7\u30b9\u30c6\u30a4\u30f3\u30d7\u30ed\u30c6\u30a2\u30fc\u30bc\u86cd\u5149\u30d7\u30ed\u30fc\u30d6","funder_award_id":"18F18116","funder_id":"https://openalex.org/F4320334764","funder_display_name":"Japan Society for the Promotion of Science"},{"id":"https://openalex.org/G717626935","display_name":"Development of Imaging Method for HDAC Activity using DNA-binding Fluorescent Probe","funder_award_id":"16K01933","funder_id":"https://openalex.org/F4320334764","funder_display_name":"Japan Society for the Promotion of Science"},{"id":"https://openalex.org/G7378541207","display_name":null,"funder_award_id":"17H06409","funder_id":"https://openalex.org/F4320334764","funder_display_name":"Japan Society for the Promotion of Science"}],"funders":[{"id":"https://openalex.org/F4320334764","display_name":"Japan Society for the Promotion of Science","ror":"https://ror.org/00hhkn466"},{"id":"https://openalex.org/F4320334789","display_name":"Japan Science and Technology Agency","ror":"https://ror.org/00097mb19"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W573209422","https://openalex.org/W2053437879","https://openalex.org/W2622416022","https://openalex.org/W7133404207","https://openalex.org/W647716991","https://openalex.org/W2258472374","https://openalex.org/W7071958950","https://openalex.org/W1497442549","https://openalex.org/W3094336722","https://openalex.org/W2046669440"],"abstract_inverted_index":{"This":[0],"doctoral":[1],"thesis":[2],"deals":[3,59],"with":[4,10,51,60],"consumers\u2019":[5],"attitudes":[6,37],"towards":[7],"serving":[8],"them-selves":[9],"machines":[11],"rather":[12],"than":[13],"being":[14],"served":[15],"by":[16,30,52,109],"personnel.":[17],"Its":[18],"aim":[19],"is":[20,101],"to":[21,23,46,69],"contribute":[22],"the":[24,64,71,98],"theory":[25],"of":[26,35,48,63,73,76,82,112],"perceived":[27],"service":[28,49,77],"quality":[29],"providing":[31],"a":[32,88,94],"better":[33],"understanding":[34],"customers\u2019":[36],"and":[38,91],"preferences":[39],"when":[40],"using":[41],"technology-based":[42],"self-service.":[43],"In":[44],"addition":[45],"aspects":[47],"dealt":[50],"traditional":[53],"service-quality":[54],"research,":[55],"this":[56],"study":[57],"also":[58],"those":[61],"characteristics":[62],"customer":[65],"that":[66],"are":[67,84],"likely":[68],"influence":[70],"evaluation":[72],"these":[74],"forms":[75],"delivery.":[78],"Two":[79],"empirical":[80],"studies":[81,107],"self-checkouts":[83],"presented,":[85],"one":[86,92],"in":[87,93],"grocery":[89],"store":[90],"public":[95],"library.":[96],"Methodologically,":[97],"research":[99],"process":[100],"built":[102],"on":[103],"three":[104],"qualitative":[105],"field":[106,115],"validated":[108],"statistical":[110],"analysis":[111],"two":[113],"quantitative":[114],"studies.":[116]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":5},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":5}],"updated_date":"2026-08-08T07:41:36.138363","created_date":"2016-06-24T00:00:00"}